Complaints Resolution Officer

Complaints Resolution OfficerLocation: Local Authority Client South Essex Contract: 6-Month Temporary Contract Rate: Up to 32.00 per hour (Umbrella) Hours: Full Time (Hybrid work available once completed training) About the RoleWe are recruiting for an experienced Complaints Resolution Officer to join a Social Housing team on a temporary basis. You will investigate and resolve resident complaints, manage Housing Ombudsman cases, and support service improvements across the organisation.Key ResponsibilitiesManage Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code.Investigate complaints, reviewing tenancy records, repairs history, and relevant documentation.Draft clear and balanced complaint responses.Act as the main point of contact for residents throughout the complaints process.Manage Housing Ombudsman enquiries and investigations.Liaise with internal teams, Councillors, MPs, and other stakeholders.Identify service failures, recommend remedies, and support service improvements.Monitor actions arising from complaints and Ombudsman determinations.About YouExperience managing complaints within a Housing Association, Local Authority, or Social Housing environment.Strong knowledge of the Housing Ombudsman Complaint Handling Code.Experience handling Housing Ombudsman investigations.Understanding of housing legislation and landlord responsibilities.Excellent communication, investigation, and report-writing skills.Ability to manage a ..... full job details .....