We are seeking experienced Complaints Officers to join a busy Social Housing team within a West Midlands local authority. You will be responsible for managing and responding to Stage 1 complaints, ensuring timely, accurate, and customer-focused resolutions in line with statutory and internal policies.
Key Responsibilities
- Handle Stage 1 complaints relating to social housing services.
- Investigate issues thoroughly and liaise with relevant departments to gather information.
- Draft clear, professional responses within agreed timescales.
- Maintain accurate records and update case management systems.
- Provide excellent customer service and ensure compliance with complaint handling standards.
Requirements
- Previous experience in complaints handling within social housing or local government.
- Strong written communication skills for drafting formal responses.
- Ability to manage caseloads and meet deadlines.
- Knowledge of housing legislation and complaint procedures is desirable.
- Proficient in IT systems and case management tools.
Working Arrangements
- Hybrid role: 3 days per week in the office, remainder remote.
- Full-time hours (37 per week).
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Your ambition is our ambition.
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