Complaints Officer in Scunthorpe

A full driving licence and access to a vehicle is essential for this role.

As a Complaints Officer you ensure that customer concerns and complaints are managed efficiently, empathetically and in line with the regulatory standards. You will be responsible for managing the end-to-end complaints process, investigating issues thoroughly, and collaborating with internal teams to resolve matters promptly and fairly. Your role will contribute directly to improving customer satisfaction, enhancing service delivery, and ensuring compliance with the Housing Ombudsman’s Complaint Handling Code. You will act as a key point of contact for residents, advocating for their concerns while maintaining a balanced and objective approach.

Benefits of working with Ongo include:

• 30 days paid holiday plus bank holidays and your birthday off
• Exceptional leave
• 15 hours per year paid volunteering
• Annual pay review
• Mileage reimbursement at 55p per mile
• Free parking (pass provided)
• No sick days voucher
• 9.5% pension contribution (Aviva)
• 3x salary life assurance policy
• Enhanced maternity/paternity pay
• Simply Health package (including Pro-counselling for family members)
• Housing Perks
• Agile working
• Home working equipment provided
• Local gym discounts
• Discounts at Costa and Starbucks (town centre)
• Car lease scheme

Main Responsibilities:

• Responsible for a caseload of complaints, from initial contact with the customer to liaison on complaint resolutions with relevant service managers.
• Ensure that all complaint investigations are conducted thoroughly within the regulatory timeframe and communicate respectfully and empathetically with our customers.
• You will visit tenants and customers in their own homes or other locations away from the office environment and follow appropriate health and safety procedures.
• Create written complaint responses in line with regulatory standards and ensure all decisions and outcomes are clearly communicated.
• Respond to elected members, councillors, and other stakeholder enquiries to promote excellent partnership working.
• Ensure the accurate recording, tracking, monitoring, reporting of all complaints made to the complaints and feedback team.
• To ensure the streamlined operations of Ongo’s complaints and compensation processes and to ensure that the processes are accessible, fair, and transparent.
• Regularly review Ongo’s complaints and compensation procedures, processes, and systems to ensure compliance with the Complaint Handling Code and Regulatory Standards.
• To identify learning from complaints to resolve the root cause of service failures, suggesting changes to current processes to the benefit of customers and business.
• To support the complaints and feedback Manager with Housing Ombudsman enquiries and investigations and fully comply with all requests within strict timeframes.
• The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.

Skills, Competence, Experience Required:

• Have proven experience of handling and investigating complaints or solving problems in a frontline Customer Service role.
• Demonstrate excellent investigation skills to provide balanced and fair outcomes for our customers.
• A full understanding of the Housing Ombudsman scheme and statutory responsibilities and best practice.
• Interpersonal skills including tact, diplomacy and assertiveness.
• Be able to build rapport and trust with customers and colleagues.
• Have excellent organisational and time management skills to manage a demanding workload.
• Demonstrate resilience and manage conflict.
• The ability to develop and effectively utilise IT systems for the benefit of enhancing service delivery.
• Excellent problem-solving skills.
• Communication and presentation skills, including excellent literacy skills.
• Be able to interpret regulatory standards and any relevant best practice.
• Have a clear understanding of Tenancy agreements and the obligations within.
• You will be able to interpret policies and procedures.
• You will hold a professional housing qualification or be willing to work towards where relevant and appropriate.

Close date for applications is Sunday 15 November.

We want our organisation to reflect the communities we serve, and we actively encourage applications from candidates of all backgrounds, particularly those from groups currently under‐represented in our workforce.

As a Disability Confident Employer, we are committed to creating an inclusive and accessible recruitment process. This means we actively encourage disabled candidates to apply, we work to remove barriers within our recruitment practices, and we guarantee to consider applicants with a disability who meet the essential criteria for the role.

If you need any adjustments at any stage of the recruitment process, please let us know. We are happy to support you to ensure you can perform at your best.