Senior Complaint Resolution Officer

We're recruiting a Senior Complaints Resolution Officer to join a busy Housing Hub, playing a pivotal role in delivering an effective complaints, enquiries and compliments service across housing services.

This is a senior operational role focused on resolving complex housing complaints, preventing escalation, driving learning from outcomes and supporting service improvement. The role will also provide supervision to Complaints Resolution Officers and act as a key escalation point within the service.

The Role

• Deliver an effective complaints, enquiries and compliments management service, ensuring service standards and performance targets are met.
• Respond to housing complaints and Members' enquiries in line with Council policies and procedures, preventing unnecessary escalation.
• Manage and monitor complex, multi-service housing complaints and specialist investigations through to resolution.
• Act as the first point of escalation for Complaints Resolution Officers.
• Provide line management and supervision for up to two Complaints Resolution Officers, subject to operational need.
• Delegate and manage Stage One complaints, Members' enquiries and Cabinet enquiries.
• Carry out specialist investigations into complex housing complaints and coordinate robust written responses.
• Quality assure complaint investigations and responses, providing coaching and support to officers.
• Coordinate and monitor responses to Members' enquiries to ensure timely and effective resolution.
• Track follow-up actions and remedial works to completion, liaising with contractors and internal services.
• Facilitate and coordinate compensation payments where appropriate.
• Contribute to performance reporting and promote learning from complaints to support continuous service improvement.
• Provide information and responses relating to FOI requests, Ombudsman cases and Subject Access Requests.
• Build and maintain effective working relationships with residents, Members, managers, contractors and external partners.
• Act as contract lead for designated stakeholders, chairing regular meetings and monitoring complaint resolution progress.
• Support and deliver training for new and existing staff on complaints processes, procedures and systems.
• Motivate and engage the Complaints Resolution Team alongside the Complaints Resolution Manager.
• Provide cover for the Complaints Resolution Manager when required.
• Maintain accurate case records using housing and complaints management systems.

Key Requirements

• Experience working within the social housing sector.
• Proven experience handling housing complaints and dispute resolution within a diverse community setting.
• Experience managing complex caseloads and multi-service investigations.
• Sound understanding and practical application of the Housing Ombudsman Complaint Handling Code.
• Experience maintaining accurate records and using case management databases.
• Ability to lead, supervise and motivate staff.
• Strong organisational skills with the ability to manage competing priorities.
• Excellent written and verbal communication skills.
• Ability to present information clearly, accurately and professionally.
• Strong negotiation and stakeholder management skills.
• Proficiency in Microsoft Word, Excel, Outlook and Teams.
• Commitment to continuous professional development.
• Subject to a DBS check.

If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful.

If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We regularly recruit for similar housing complaints, customer resolution and complaints management roles across all levels, UK-wide, and would be happy to speak with you confidentially. Even if you are currently settled in a role, we welcome conversations with Complaints Officers, Senior Complaints Officers and Housing Customer Services professionals looking to build future connections.