Complaint Resolution Specialist - FTC 12 months in Somerset

Role Purpose

To lead on the management of Stage 2 complaints and Housing Ombudsman investigations, by undertaking reviews of Stage 1 complaint responses, and identify service failures and learning opportunities to support continuous service improvement. To co-ordinate Stage 2 panel meetings as appropriate and ensure correct policies and procedures are adhered to. This role will also support with the investigation and resolution of Stage 1 customer complaints across Homes in Somerset, ensuring that all complaints are handled fairly, transparently, and in line with the Housing Ombudsman’s Complaint Handling Code and Homes in Somerset Complaints Policy.

Key Responsibilities

• Complaint Investigation & Resolution
  • Act as the lead for review and responses to Stage 2 complaints, coordinating input from relevant service areas and ensuring a comprehensive and impartial review.
  • Act as Lead Officer for Housing Ombudsman enquiries to co-ordinate and prepare responses.
  • Make direct contact with complainants via preferred method of contact or home visit, to understand concerns and expectations.
  • Draft high-quality written responses that address all points raised, in line with agreed service standards and deadlines.
  • Respond to complaints and enquiries from Councillors and other 3rd parties on behalf of tenants and residents.
• Compliance & Governance
  • Ensure all complaints are managed in accordance with the Housing Ombudsman’s Code and Homes in Somerset policies.
  • Work with the Complaints Lead, ET, SLT, Board and Tenant Committee to ensure learning from Ombudsman findings is embedded into service delivery.
  • Support compliance with the Housing Ombudsman Complaint Handling Code and wider social housing regulatory requirements.
• Learning & Improvement
  • Identify service improvement opportunities from complaints and share insights with relevant teams and managers.
  • Contribute to the annual complaints performance report and support the Board’s oversight of complaints handling.
• Collaboration & Communication
  • Liaise with colleagues across Housing, Repairs, Customer Services, and other departments to gather evidence and resolve complaints.
  • Work closely with Service Leads and Heads of Service to ensure responses are accurate and complete.
• Systems & Reporting
  • Maintain accurate records in the complaints case management system.
  • Support the development of dashboards and performance reports for internal and external stakeholders.
  • Ensure tenant information is reviewed and updated to support our Customer Insight project.

Knowledge, Skills and Experience

Essential criteria

• Experience investigating complaints in a housing or public service context.
• Strong written and verbal communication skills.
• Ability to manage sensitive issues with empathy and professionalism.
• Understanding of housing legislation, regulatory standards, and customer service principles.
• Proven ability to work collaboratively across teams and services.

Desirable criteria

• Knowledge of the Housing Ombudsman’s Complaint Handling Code.
• Experience using CRM or case management systems.
• Familiarity with Homes in Somerset housing services and policies.

Values & Behaviours

• Customer First: Treat every complaint as an opportunity to improve. Manage difficult and sensitive conversations with residents experiencing distress, dissatisfaction or vulnerability. Ensure reasonable adjustments are considered and implemented for vulnerable residents.
• Accountability: Own the investigation and ensure resolution. Track implementation of Ombudsman orders, recommendations and agreed actions. Work with all colleagues and partners to ensure learning from all complaints and Ombudsman findings is embedded into service delivery.
• Transparency: Communicate clearly and honestly with all parties. Produce clear, evidence-based complaint responses which address all complaint issues, identify learning outcomes and provide appropriate remedies where required. Ensure complaints are investigated fairly, thoroughly and consistently in accordance with the Housing Ombudsman's dispute resolution principles.
• Learning Culture: Share insights and support continuous improvement. Promote a culture where complaints are viewed as opportunities to improve services and tenant experience.