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- Tasks: Lead the management of complaints and ensure high service standards for residents.
- Company: Reputable housing provider in London with a focus on customer resolution.
- Benefits: Competitive pay, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in social housing and complaint resolution is essential.
- Other info: Join a dynamic team and contribute to service improvement across a diverse portfolio.
The predicted salary is between 42000 - 48000 £ per year.
An excellent opportunity has arisen for an experienced Senior Customer Resolution Officer to join a reputable housing provider in London on a temporary basis. This is a key role responsible for leading the effective management of complaints, enquiries, and compliments, ensuring high standards of service delivery and positive outcomes for residents. You will take ownership of complex and high-risk cases, provide quality assurance across the team, and support the Manager in driving performance, consistency, and learning. The role combines hands-on case management with leadership, coaching, and stakeholder engagement.
Rate: 31-32 Umbrella
Working Pattern: Hybrid
Location: Greater London
Key Responsibilities:
- Lead the delivery of an effective complaints, enquiries, and compliments service, ensuring performance standards and timescales are met.
- Take responsibility for complex, multi-service complaints and specialist investigations from receipt through to resolution.
- Draft, review, and quality-assure complaint responses to ensure they are accurate, robust, and aligned with the Housing Ombudsman Code.
- Act as the first point of escalation for staff, providing guidance, coaching, and support.
- Line manage and supervise up to two-three staff, motivating and engaging the team to deliver high-quality outcomes.
- Coordinate and monitor responses to Members and Cabinet enquiries, ensuring timely and effective handling.
- Liaise with internal teams, contractors, and external stakeholders to track remedial actions through to completion.
- Coordinate and facilitate compensation payments in line with policy and delegated authority.
- Contribute to performance reporting, identifying trends, lessons learned, and opportunities for service improvement.
- Support the delivery of training for new and existing staff on complaints processes, procedures, and systems.
- Act as contract lead for allocated stakeholders, chairing regular meetings and monitoring complaint resolution progress.
- Provide cover for the Manager as required.
Experience:
- Proven experience working within the social housing sector.
- Demonstrable experience resolving complaints within a diverse community setting.
- Experience managing complex caseloads and maintaining accurate case records.
Knowledge:
- Strong working knowledge of the Housing Ombudsman Complaint Handling Code.
- Confident user of Microsoft Office applications, including Word, Excel, Outlook, and Teams.
Skills & Attributes:
- Ability to lead, motivate, and support others.
- Excellent written and verbal communication skills.
- Strong organisational skills, with the ability to manage competing priorities.
- Confident negotiator, able to influence stakeholders and achieve resolution.
Apply now for the role of Senior Complaints Officer with a reputable housing provider, where you will play a key role in leading complaint resolution, improving customer outcomes, and driving service improvement across a diverse housing portfolio.
Senior Complaints Officer - Housing (Temp London) employer: Pertemps London Cambridge
Contact Detail:
Pertemps London Cambridge Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Officer - Housing (Temp London)
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management and customer service. We recommend using the STAR method to structure your answers, showcasing your experience in resolving complex cases effectively.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've motivated teams in the past and improved service delivery. Highlight any training or coaching experiences you've had, as this will resonate well with hiring managers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Complaints Officer - Housing (Temp London)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Complaints Officer role. Highlight your experience in managing complaints and working within the social housing sector, as this will show us you’re a perfect fit for the job.
Showcase Your Skills: Don’t forget to emphasise your excellent written and verbal communication skills. We want to see how you can lead and motivate others, so share examples of how you've done this in previous roles.
Be Specific About Your Experience: When discussing your past experiences, be specific about the complex cases you've handled. We love details, so let us know how you resolved issues and what outcomes you achieved for residents.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding the role.
How to prepare for a job interview at Pertemps London Cambridge
✨Know Your Stuff
Make sure you brush up on the Housing Ombudsman Complaint Handling Code. Being able to discuss it confidently will show that you’re serious about the role and understand the standards expected in managing complaints.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complex complaints or led a team. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Engage with Stakeholders
Think about how you’ve liaised with different stakeholders in previous roles. Be ready to discuss your approach to building relationships and how you’ve influenced outcomes through effective communication.
✨Demonstrate Leadership Skills
Since this role involves line management, be prepared to talk about your leadership style. Share examples of how you’ve motivated and supported your team, especially in challenging situations, to ensure high-quality service delivery.
