We''re recruiting a Senior Complaints Resolution Officer to join a busy Housing Hub, playing a pivotal role in delivering an effective complaints, enquiries and compliments service across housing services.This is a senior operational role focused on resolving complex housing complaints, preventing escalation, driving learning from outcomes and supporting service improvement. The role will also provide supervision to Complaints Resolution Officers and act as a key escalation point within the service. The Role Deliver an effective complaints, enquiries and compliments management service, ensuring service standards and performance targets are met. Respond to housing complaints and Members'' enquiries in line with Council policies and procedures, preventing unnecessary escalation. Manage and monitor complex, multi-service housing complaints and specialist investigations through to resolution. Act as the first point of escalation for Complaints Resolution Officers. Provide line management and supervision for up to two Complaints Resolution Officers, subject to operational need. Delegate and manage Stage One complaints, Members'' enquiries and Cabinet enquiries. Carry out specialist investigations into complex housing complaints and coordinate robust written responses. Quality assure complaint investigations and responses, providing coaching and support to officers. Coordinate and monitor responses to Members'' enquiries to ensure timely and effective resolution. Track ..... full job details .....