Senior Complaint Resolution Officer - 6 Month FTC in Watford

Chime Housing

Location: On site / Watford, UK
job type: Fixed term / Full-time
Sector and subsector: Housing | Housing Association
AnnualFixed salary:£ 39474.00

Chime Housing

Salary: £39,474 (pro rata) – 37 hours per week

The Vacancy

37 hours per week (requests for part-time work considered)

Introduction to the role

At Chime Housing, we provide vital services that help people to live better lives. We’re looking for a Senior Complaints Resolution Officer to join our team and help us deliver a strong and positive experience for our customers.

This role is responsible for the day-to-day running of Chime’s complaints service by managing the team and ensuring complaints are logged, allocated and progressed in line with the Housing Ombudsman’s Complaint Handling Code, other relevant regulatory requirements and Chime’s policies and processes. You will be responsible for managing the Complaints Resolution officers and provide support and maintain effective working practices.

What’s the role?

Key Accountabilities:

• Line management responsibilities, providing day-to-day supervision, support and coaching, and managing performance, wellbeing and development in line with organisational policies.
• Oversee a high volume of complaints correspondence, ensuring complaints and service requests are correctly identified, logged, prioritised and allocated.
• Allocate and monitor caseloads, records and response deadlines to ensure complaints are progressed in line with policy and agreed timescales, taking action where cases are at risk of delay and escalating high-risk matters where appropriate.
• Act as the first point of support for complaint handling queries from the team and wider business, providing advice in line with policy and regulatory requirements.
• Ensure complaint responses are clear, accurate and appropriate before issue, supporting colleagues to improve the quality of responses and escalating concerns where needed.
• Review remedies and compensation in line with policy, ensuring decisions are fair, consistent and appropriately recorded.
• Investigate and respond to complaints where required, including handling customer queries and agreeing outcomes in line with policy and the Housing Ombudsman Complaint Handling Code or equivalent.
• Oversee the progression of actions agreed as part of complaint resolutions, identifying recurring issues and supporting actions to reduce repeat complaints and improve customer experience.
• Ensure good practice in supporting customers with vulnerabilities, including applying reasonable adjustments and safeguarding considerations where needed.
• Maintain oversight of accurate complaint records and operational data, ensuring systems and trackers are accurate to support compliance, trend analysis and service improvement reporting.
• Assist with audits, compliance activity and Ombudsman enquiries, ensuring case information and evidence is provided where required.
• Work collaboratively with the Complaints Resolution Manager to maintain continuity of service, providing cover or deputising where required.
• Any other duties as requested by your line manager.

What are we looking for?

• You can demonstrate a track record of delivery against key responsibilities, including managing or supporting staff and working in a high-volume, deadline-driven environment.
• A good working knowledge of the Housing Ombudsman’s Complaint Handling Code and complaint handling standards.
• You are confident using systems and data, including tools such as Excel, to maintain accurate records, monitor performance and support reporting.
• Your ability to role model our core behaviours, make fair decisions, communicate effectively and work constructively with colleagues and customers is as important as technical expertise.
• Previous line management experience in any capacity
• Previous complaint handling experience within a regulated complaints process
• Responsible to: Complaints Resolution Manager
• Responsible for: Complaints Resolution Officer x5 and Complaints Co-Ordinator
• Department: Customer Resolution Team

What can we offer you?

• 28 days’ annual leave (pro rata)
• Employer pension contribution of up to 11%

How we work

We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.