At a Glance
- Tasks: Manage and resolve housing complaints while ensuring clear communication and empathy.
- Company: Join a dynamic housing service focused on resident satisfaction.
- Benefits: Hybrid working, competitive pay, and the chance to make a difference.
- Other info: Opportunity for professional growth in a supportive environment.
- Why this job: Be the voice for residents and help improve housing services.
- Qualifications: Experience in handling complaints and strong communication skills.
The predicted salary is between 24750 - 30250 £ per year.
I am currently recruiting for an experienced Housing Complaints Officer to join a busy housing service on an interim basis. This role will take responsibility for managing and coordinating formal housing complaints, ensuring residents receive clear, accurate and empathetic responses within the required timescales. You will work closely with housing, repairs and operational teams to investigate cases, gather evidence and identify appropriate resolutions.
Key Responsibilities
- Manage a varied caseload of Stage 1 and Stage 2 housing complaints from initial investigation through to resolution.
- Draft clear, detailed and customer-focused complaint responses.
- Coordinate responses to enquiries from elected representatives and other key stakeholders.
- Liaise with housing, repairs and operational teams to gather information and evidence.
- Monitor complaint handling timescales, deadlines and performance indicators.
- Maintain accurate case records and robust audit trails.
- Identify recurring complaint themes, service failures and opportunities for improvement.
- Produce complaint reports, performance information and case-tracking spreadsheets.
- Support compliance with the Housing Ombudsman’s Complaint Handling Code, consumer standards and internal complaint procedures.
Complaints Officer in Surrey employer: Park Avenue Recruitment
As an employer, Park Avenue Recruitment offers a dynamic work environment that values integrity and collaboration, making it an excellent choice for professionals in the public sector. With a focus on employee growth and development, the company provides opportunities for meaningful contributions to local governance while enjoying the flexibility of hybrid working arrangements. Located in Kent, employees benefit from a supportive culture that prioritises work-life balance and competitive remuneration.
