Complaints Officer

Complaints Officer (Interim) London

3-month contract

£25–£30 per hour

If you’re passionate about fairness, great customer experience, and making sure residents feel genuinely heard, this interim role offers the chance to make a real impact in a busy, resident-focused housing environment.

We’re supporting a London-based housing organisation to recruit an experienced Complaints Officer for a 3-month contract. You’ll take the lead on managing and resolving complaints, driving service improvements, and ensuring responses meet regulatory standards - including the Housing Ombudsman’s Complaint Handling Code.

This is an ideal opportunity for someone who thrives in a fast-paced, people-centred setting and can bring clarity, empathy, and professionalism to complex cases.

The Role:

As the organisation’s dedicated complaints lead, you will:

· Manage and investigate Stage 1 complaints, ensuring timely, high-quality responses.

· Coordinate Housing Ombudsman referrals and provide clear, well-reasoned written outcomes.

· Engage sensitively with residents, including those in vulnerable situations, ensuring they feel listened to and respected.

· Maintain accurate casework records, logs, and performance data.

· Recommend compensation or service-failure payments in line with policy.

· Support wider service improvement by analysing trends, identifying risks, and working with teams to embed learning.

· Handle MP/member enquiries and statutory information requests (FOI, EIR, DPR).

· Promote a positive complaints culture focused on early resolution and transparency.

About You:

We’re looking for someone who brings:

· Strong experience handling complaints in housing, public services, or a regulatory environment.

· Excellent written communication - clear, empathetic, and confident in drafting formal responses.

· A calm, professional approach when dealing with sensitive or challenging situations.

· Solid understanding of complaint handling best practice, data protection, and the Housing Ombudsman Code.

· Ability to manage a varied caseload and meet tight deadlines.

· Confidence using case management systems and Microsoft Office.

· A proactive, solutions-focused mindset with a commitment to continuous improvement.

· Experience supporting colleagues or contributing to service improvement projects.

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business.