About the Role

We are seeking a Complex Complaints Officer to investigate and resolve complex housing complaints, ensuring excellent customer service and service improvements.

• Investigate and resolve multi-faceted complaints across housing services.

• Ensure timely responses to complaints and Cabinet Member enquiries.

• Identify trends and recommend service improvements.

• Prepare detailed reports on complaint findings and resolutions.

• Manage compensation awards in line with policy.

• Liaise with residents, Councillors, and regulatory bodies.

• Experience in housing complaints handling and case resolution.

• Knowledge of complaints policies, housing legislation, and Ombudsman regulations.

• Strong problem-solving, communication, and analytical skills.

• Ability to manage high workloads in a fast-paced environment.