Complaints Officer

We are currently recruiting for a Complaints Officer (Stage Two) to join a high performing, customer focused team on an initial 12 week temporary assignment, with the potential for extension.

The role is full time or part time (flexible working considered), based onsite in the Coventry area, working Monday to Friday between 9:00am - 5:00pm, paying £15.27 per hour.

As a Complaints Officer, you will take ownership of complex stage two complaints, ensuring fair and reasonable outcomes for customers while working within regulatory frameworks and delivering excellent service standards in a fast paced housing environment.

Key Responsibilities of the Complaints Officer:

• Manage a high volume caseload of stage two complaints from investigation through to resolution
• Liaise with customers, internal teams, and external stakeholders to gather information and resolve cases effectively
• Ensure all complaints are handled in line with Housing Ombudsman guidelines and internal policies
• Deliver clear, high quality written responses, including final response letters and outcomes
• Maintain accurate records and case management notes with a strong audit trail
• Monitor performance against KPIs and quality standards
• Identify risks and prevent unnecessary escalations through early resolution
• Handle complaints across multiple channels including email, phone, social media, and written correspondence

What We're Looking For in a Complaints Officer:

• Experience handling high volume complaints within a regulated environment (essential)
• Strong understanding of complaint handling processes and regulatory requirements
• Excellent written and verbal communication skills, with the ability to manage sensitive situations
• Strong organisational skills with the ability to prioritise workload effectively
• Experience building relationships with a wide range of stakeholders
• High attention to detail and strong problem solving abilities

Desirable:

• Experience within housing, social housing, or a similar sector
• Multi channel customer service experience (phone, email, social media)

Why Apply for the Complaints Officer Role?

• Immediate start
• Full time or part time hours available (Mon-Fri, flexible within 9am-5pm)
• £15.27 per hour
• Potential for extension
• Opportunity to gain experience within a reputable organisation
• Work as part of a driven, results focused and supportive team