Job Description

You will be responsible for investigating and responding to complaints from residents, leaseholders, and other stakeholders relating to housing services. Working closely with internal departments, you will ensure complaints are handled promptly, sensitively, and in accordance with the Housing OmbudsmanComplaint Handling Code. The successful candidate will have excellent communication skills, strong attention to detail, and the ability to manage challenging situations professionally. Key Responsibilities

• Manage and coordinate housing complaints from initial receipt through to resolution
• Investigate complaints thoroughly, gathering evidence and liaising with relevant departments
• Draft clear, accurate, and empathetic complaint responses
• Ensure compliance with complaint handling procedures, policies, and timescales
• Maintain accurate records and case management systems
• Identify trends and recurring issues to support service improvement
• Support managers with complaint reviews and Ombudsman enquiries
• Provide excellent customer service to residents and stakeholders at all times
• Contribute to performance reporting and lessons learned initiatives

• Experience handling complaints, ideally within housing, public sector, or customer service environments
• Knowledge of social housing practices and complaint handling procedures
• Excellent written and verbal communication skills
• Strong investigative and problem-solving abilities
• Ability to manage a varied caseload and work to deadlines
• Good organisational and IT skills
• Experience working with vulnerable customers and sensitive situations
• A calm, professional, and customer-focused approach