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Complaints Officer

Job Posted: 13 days ago

Salary: £ 28 - 30 / Hour
Job Type: Contract Temporary
Location: Braintree, Essex

Expire in: 15 days

Job Description

Marks Consulting Partners are currently looking for a Customer Experience Specialist to work with one of our Housing Association clients in Essex.

What the Job Will Be Doing

  * Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations

  * Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards

  * Investigating complaints, gathering evidence and producing clear, well-structured responses

  * Acting as a key point of contact for residents, providing empathetic and customer-focused support

  * Identifying trends, themes and root causes from complaints to drive service improvement

  * Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting

  * Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations

  * Monitoring complaint performance and contributing to reports for senior management

  * Maintaining accurate records and ensuring compliance with data protection and regulatory requirements

  * Promoting early resolution and continuous improvement across services

  * Supporting the management of complex enquiries, including MP and CEO complaints

  * Working collaboratively with internal teams to improve customer experience and service delivery

What You Will Need

  * Experience in a customer-facing role, ideally within social housing or a similar sector

  * Experience handling complaints, including writing formal responses

  * Strong knowledge of complaint handling frameworks and regulatory standards (Housing Ombudsman Code desirable)

  * Excellent communication skills, with the ability to manage sensitive and complex situations

  * Strong analytical and investigative skills, with the ability to identify trends and root causes

  * Ability to manage multiple cases and work independently in a fast-paced environment

  * Strong organisational and IT skills, including experience with CRM or housing systems

  * A proactive and solutions-focused approach with a commitment to delivering excellent customer service

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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