Job Description

Complaints Officer
South London Hybrid Working

We are currently recruiting for an experienced Complaints Officer to join a customer-focused housing organisation in South London.

This is an excellent opportunity for someone with strong customer service and complaint handling experience to play a key role in ensuring residents receive a professional, fair, and efficient complaints service in line with the Housing Ombudsman Complaint Handling Code.

Key responsibilities include:

• Managing and administering formal complaints through a CRM system
• Monitoring complaint progress and ensuring deadlines are met
• Supporting managers with complaint responses and resolutions
• Maintaining accurate records, reports, and complaint trackers
• Liaising with residents, contractors, and internal departments
• Supporting Housing Ombudsman case management and evidence collation
• Assisting with complaints learning, service improvement initiatives, and customer engagement activities
• Producing reports and trend analysis relating to complaints and compensation

The successful candidate will have:

• Previous experience within complaints, customer service, or housing environments
• Strong written and verbal communication skills
• Excellent organisational skills and attention to detail
• Experience using CRM systems and Microsoft Office packages
• Ability to manage workloads independently and work collaboratively within a team
• A proactive and customer-focused approach

Housing sector experience and knowledge of the Housing Ombudsman Complaint Handling Code would be highly advantageous.