Complaints Resolution Officer

Description

Job title – Complaints Resolution Officer

Location – London (SE1) – Hybrid Working

Contract – Full-Time, Permanent

Start Date – Asap

Salary - £40,000 per annum

We’re working with a South London housing provider to recruit a Complaints Resolution Officer to join their newly established Complaints Centre of Excellence. This is a fantastic opportunity to play a pivotal role in rebuilding trust with residents and delivering a high-quality, fair and transparent complaints service.

You’ll take ownership of Stage 1 complaints, investigate thoroughly, and deliver clear, empathetic written responses—championing continuous service improvement across the organisation.

Key responsibilities

Investigate and resolve Stage 1 complaints in a timely and customer-focused manner.

Deliver high-quality written responses that are empathetic, fair, and evidence-based.

Manage and triage the complaints inbox, accurately logging and allocating cases.

Collaborate across departments to gather case information and provide joined-up resolutions.

Identify recurring service challenges and provide feedback to improve processes.

Maintain comprehensive case records and support quality assurance activities.

Promote and embody a customer-first culture across all complaint-handling practices.

What We’re Looking For

Essential Experience & Skills:

Minimum 1–2 years' experience handling complaints within a Housing Association.

Proven ability to write clear, empathetic, and professional response letters.

Strong understanding of the Housing Ombudsman Code of Practice.

Excellent written and verbal communication skills.

A customer-first mindset with the ability to challenge constructively and support service improvement.

Highly organised, detail-oriented, and resilient under pressure.Desirable:

CIH qualification

Experience identifying service trends and contributing to learning initiativesIf you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)

Ad ID: 5416812836