Complaints Officer

About the Role

As a Stage 2 Complaints Officer, you will be responsible for managing escalated complaints, conducting thorough investigations, and ensuring timely and effective resolution in line with relevant policies and procedures. Some Stage 1 complaints experience is beneficial, but your primary focus will be on handling Stage 2 cases.

While housing experience is advantageous, the most critical factor is your ability to quickly adapt and deliver high-quality results with minimal supervision.

Key Responsibilities

• Investigate and resolve Stage 2 complaints in a professional, empathetic, and timely manner.
• Conduct detailed investigations, identifying root causes and recommending service improvements where necessary.
• Work collaboratively with internal teams to gather information and provide comprehensive responses.
• Ensure compliance with relevant legislation, policies, and procedures.
• Maintain accurate records of all complaint cases and actions taken.

About You

The ideal candidate will have:

• Proven experience in managing Stage 2 complaints and conducting complex investigations.
• A track record of resolving complaints effectively, with a strong focus on customer satisfaction and fairness.
• Excellent communication and interpersonal skills, with the ability to handle challenging situations professionally.
• Strong analytical skills and attention to detail.
• A proactive and adaptable approach, with the ability to work independently and manage a demanding caseload.
• Housing sector experience (desirable but not essential).