Complaints Officer

Complaints Advisor – Social Housing
Location: South West London (hybrid working available)
Salary: c.£34,000 per annum
Contract: Permanent, Full-Time

An established and reputable housing provider is seeking an experienced Complaints Advisor to join their customer experience team.

This is a key role focused on investigating and resolving customer complaints, ensuring a high-quality service and positive outcomes for residents.

Key Responsibilities:

• Manage and investigate complex complaints through to resolution
• Ensure responses are compliant with the Housing Ombudsman Complaint Handling Code
• Liaise with internal stakeholders to resolve issues and prevent escalation
• Respond to enquiries from external parties including MPs and the Housing Ombudsman
• Maintain accurate records of complaints and ensure full audit trails on CRM systems
• Identify trends and support service improvements to enhance customer experience

About You:

• Essential: Experience handling complaints within the social housing sector
• Strong understanding of complaints processes and regulatory requirements
• Excellent communication and stakeholder management skills
• Ability to manage complex cases and work under pressure to deadlines
• Customer-focused, with a proactive and solution-driven approach

What’s on Offer:

• Hybrid working (following initial onboarding period)
• Supportive and collaborative working environment
• Opportunity to influence service delivery and improve customer outcomes