Complaints Officer (Interim) London
3-month contract
£25–£30 per hour
If you’re passionate about fairness, great customer experience, and making sure residents feel genuinely heard, this interim role offers the chance to make a real impact in a busy, resident-focused housing environment.
We’re supporting a London-based housing organisation to recruit an experienced Complaints Officer for a 3-month contract. You’ll take the lead on managing and resolving complaints, driving service improvements, and ensuring responses meet regulatory standards - including the Housing Ombudsman’s Complaint Handling Code.
This is an ideal opportunity for someone who thrives in a fast-paced, people-centred setting and can bring clarity, empathy, and professionalism to complex cases.
The Role:
- Manage and investigate Stage 1 complaints, ensuring timely, high-quality responses.
- Coordinate Housing Ombudsman referrals and provide clear, well-reasoned written outcomes.
- Engage sensitively with residents, including those in vulnerable situations, ensuring they feel listened to and respected.
- Maintain accurate casework records, logs, and performance data.
- Recommend compensation or service-failure payments in line with policy.
- Support wider service improvement by analysing trends, identifying risks, and working with teams to embed learning.
- Handle MP/member enquiries and statutory information requests (FOI, EIR, DPR).
- Promote a positive complaints culture focused on early resolution and transparency.
About You:
- Strong experience handling complaints in housing, public services, or a regulatory environment.
- Excellent written communication - clear, empathetic, and confident in drafting formal responses.
- A calm, professional approach when dealing with sensitive or challenging situations.
- Solid understanding of complaint handling best practice, data protection, and the Housing Ombudsman Code.
- Ability to manage a varied caseload and meet tight deadlines.
- Confidence using case management systems and Microsoft Office.
- A proactive, solutions-focused mindset with a commitment to continuous improvement.
- Experience supporting colleagues or contributing to service improvement projects.
This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business
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Complaints Officer employer: Greenacre Recruitment Ltd
Greenacre Recruitment Ltd. is an exceptional employer, offering a dynamic work culture that prioritises employee development and collaboration. Located in the vibrant Greater London area, we provide our team with unique opportunities for growth within the social housing sector, alongside competitive benefits and a supportive environment that values proactive service delivery.
