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Complaints Officer
Job Posted: an hour ago
Salary: £ 35,412 - 38,220 / Annum
Job Type: Permanent
Location: Saffron Walden, Essex
Expire in: a month
Job Description
Complaints Officer
Full Time | Permanent
Salary: £35,412 - £38,220
We’re looking for a customer-focused and detail-driven Complaints Officer to manage, investigate and resolve housing complaints across a stock of approximately 2,800 homes. This role plays a key part in ensuring fair, transparent, and timely complaint resolution in line with the Housing Ombudsman’s Complaints Handling Code, while driving learning and service improvement across the Housing Service.
The Role
As Complaints Officer, you will act as the primary point of contact for housing-related complaints, ensuring cases are handled professionally, sensitively and in accordance with statutory requirements. You’ll:
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Receive, log, acknowledge and manage complaints across multiple communication channels.
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Investigate complaints impartially, gathering evidence and issuing clear, well-reasoned responses.
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Ensure compliance with the Housing Ombudsman’s Code and internal policy.
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Prepare written responses in plain, empathetic language tailored to resident needs.
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Work closely with colleagues across Housing Services, providing guidance on complaint handling.
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Maintain accurate case records and support reporting, monitoring and trend analysis.
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Help deliver service improvements by analysing complaint themes and sharing learning.
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Liaise with the Housing Ombudsman and regulators where required.
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Support delivery of annual self-assessment and policy review.
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Provide training, advice and support to staff to improve complaint resolution and customer experience.
About You
You’ll bring strong communication skills, sound judgement and a commitment to fair outcomes for residents. You will also have:
Essential
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Experience managing complaints or casework, ideally in housing or local government.
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Excellent written and verbal communication, with the ability to draft clear and empathetic responses.
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Strong investigation, analytical and problem-solving skills.
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Ability to manage caseloads, prioritise work and maintain accurate records.
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Knowledge of the Housing Ombudsman’s Complaints Handling Code or similar regulatory framework.
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Competent IT skills and experience using Microsoft 365 and case management systems.
Desirable
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Experience in social housing services or resident-facing environments.
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Knowledge of legislation, housing regulation and service improvement approaches.
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Relevant qualification in housing, complaints or customer service.
This is a key role for someone passionate about improving customer outcomes, strengthening accountability and helping shape high-quality, fair and responsive housing services.
This vacancy is being advertised on behalf of Greenacre Recruitment Ltd, who are operating as a recruitment agency and businessBefore You Apply
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