Complaints Officer

Step into a rewarding temporary contract role offering a competitive hourly rate and hybrid working, supporting a busy customer experience function within the housing sector.
This Complaints Officer position gives you the opportunity to manage and resolve customer complaints end-to-end, ensuring fair outcomes, regulatory compliance, and a high standard of customer service, all while working in a supportive and collaborative environment focused on continuous improvement.

I’d love to hear from anyone with experience as a Complaints Officer, Customer Resolution Officer, or within housing/customer service case management, who can confidently manage a busy caseload and deliver high-quality written responses.

In this position, you will:

• Investigate cases thoroughly, liaising with internal teams and contractors
• Draft clear, compliant responses aligned with Housing Ombudsman Complaint Handling Code
• Ensure accurate case recording on CRM systems
• Communicate with customers throughout the complaints process
• Identify trends, learning outcomes, and service improvements


I’d love to speak to anyone who has:

• Experience handling Stage 1 and Stage 2 complaints
• Strong understanding of the Housing Ombudsman Complaint Handling Code
• Excellent written communication and report-writing skills
• Ability to manage a high-volume caseload and meet deadlines
• Experience in social housing or regulated customer service environments

This role offers:

• Competitive hourly rate (£22-£24 per hour depending on experience)
• 3-month ongoing temporary contract with potential extension
• Hybrid working arrangement
• Supportive team environment
• Opportunity to build experience in housing complaints and regulatory casework

If this Complaints Officer role sounds like your next step, apply now or contact Olivia at (url removed) for more information