Marks Consulting Partners are currently looking for a Complaints Resolution Officer to work with one of our local authority clients.
What the Job Will be doing
Managing and investigating Stage 1 and Stage 2 complaints within a social housing environment. Handling complex complaints in line with the Housing Ombudsman Complaint Handling Code. Conducting detailed investigations by reviewing tenancy records, repairs histories, correspondence and relevant policies. Preparing clear, accurate and well-structured complaint response letters. Managing Housing Ombudsman enquiries, investigations and information requests. Preparing evidence, case files and submissions for Housing Ombudsman investigations.
Responding to enquiries from Councillors, MPs and other stakeholders. Identifying service failures, investigating root causes and recommending appropriate resolutions. Working closely with Housing Management, Repairs, Customer Services and other internal departments to resolve complaints. Monitoring agreed actions and ensuring remedies and commitments are delivered within required timescales. Maintaining accurate complaint records and ensuring compliance with statutory and organisational deadlines. Identifying trends and lessons learned to support service improvements and reduce repeat complaints.
What You Will Need
Previous experience working as a Complaints Officer, Complaints Resolution Officer or Customer Resolution Officer within social housing. Strong experience investigating and responding to Stage 1 and Stage 2 complaints. Good knowledge of the Housing Ombudsman Complaint Handling Code. Experience managing Housing Ombudsman cases, enquiries and investigations. Experience preparing detailed complaint responses and handling complex investigations. Understanding of housing legislation, landlord responsibilities and regulatory requirements.
Experience responding to MP and Councillor enquiries. Excellent written communication skills, particularly when drafting complaint responses and investigation reports. Strong investigative, analytical and problem-solving skills. Ability to manage a busy caseload while meeting strict deadlines. Experience working collaboratively with internal departments to resolve complaints and implement service improvements. A professional, customer-focused approach with the ability to manage challenging conversations.
Complaints Officer in Basildon employer: Marks Consulting Partners
Join a forward-thinking building consultancy that prioritises a people-first culture and offers the flexibility of fully remote working. With a commitment to professional development, you will have the opportunity to manage a diverse portfolio while enjoying a supportive team environment that values your expertise. Benefit from competitive remuneration, generous holiday allowances, and the chance to make a meaningful impact in your career.
