Complaints Officer

Key Responsibilities
Manage a caseload of complaints, ensuring investigations are thorough, balanced, and completed within agreed timescales.
Handle Stage 1 (and where required Stage 2) complaints in line with organisational policies and statutory requirements.
Draft clear, accurate, and empathetic written responses that address resident concerns and demonstrate learning outcomes.
Liaise with internal departments, contractors, and external stakeholders to gather information and resolve issues effectively.
Identify themes and trends within complaints and contribute to service improvement initiatives.
Ensure compliance with relevant legislation, policies, and best-practice complaint-handling standards.

About You
Proven experience working as a Complaints Officer within the public sector, ideally a council or housing association.
Strong written and verbal communication skills, with the ability to explain outcomes clearly and sensitively.
Excellent organisational skills and the ability to manage multiple cases simultaneously.
A good understanding of complaints processes within a regulated environment.
Confident, resilient, and able to handle challenging or sensitive situations professionally.
Able to work in the NW London office in line with service requirements.

If you’re a complaints professional looking for your next opportunity within the public sector, we’d love to hear from you. Please apply now to be considered for a virtual interview, or contact Emily Nolan for further information.