Job Description

Title: Senior Housing Complaints OfficerLocation: Birmingham City CentreContract: 3 Months - Temporary ContractHours: Monday - Friday (8-4 OR 9-5) (35 hours paid)Start Date: ASAPPay Rate: £21 per hour (All-inclusive via Umbrella)Working Pattern: Hybrid (3 days office / 2 days home after initial training period) CCP are currently recruiting for an experienced Senior Housing Complaints Officer to join a busy and fast-paced housing team based in Birmingham City Centre. This is a 6-month temporary assignment with an immediate start available. This role is ideal for candidates with strong housing complaints experience, particularly those who have previously managed cases escalated to the Housing Ombudsman.Key Responsibilities

• Manage and investigate complex housing complaints from initial stage through to resolution
• Respond to Housing Ombudsman enquiries and determinations
• Draft detailed, high-quality response letters in line with policy and regulatory standards
• Liaise with internal departments to gather information and resolve complaints effectively
• Ensure complaints are handled in line with statutory timeframes and best practice
• Identify service improvements and contribute to learning from complaints
• Manage high volumes of complex cases simultaneously

• Previous experience handling housing complaints involving the Housing Ombudsman (essential)
• Strong knowledge of housing legislation and complaint handling procedures
• Experience working within a local authority or housing association
• Excellent written communication and case management skills
• Ability to manage high volumes of complex cases

• Competitive £21 per hour (umbrella rate)
• Central Birmingham location with excellent transport links
• Immediate start available
• Opportunity to work within a reputable housing team
• Hybrid flexibility after initial training