Complaints Officer

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