Complaints Resolution Officer in Basildon, Essex

Location: Local Authority Client | South Essex
Contract: 6-Month Temporary Contract
Rate: Up to £32.00 per hour (Umbrella)
Hours: Full Time (Hybrid work available once completed training)

We are recruiting for an experienced Complaints Resolution Officer to join a Social Housing team on a temporary basis. You will investigate and resolve resident complaints, manage Housing Ombudsman cases, and support service improvements across the organisation.

• Manage Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code.
• Investigate complaints, reviewing tenancy records, repairs history, and relevant documentation.
• Draft clear and balanced complaint responses.
• Act as the main point of contact for residents throughout the complaints process.
• Manage Housing Ombudsman enquiries and investigations.
• Liaise with internal teams, Councillors, MPs, and other stakeholders.
• Identify service failures, recommend remedies, and support service improvements.
• Monitor actions arising from complaints and Ombudsman determinations.

• Experience managing complaints within a Housing Association, Local Authority, or Social Housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience handling Housing Ombudsman investigations.
• Understanding of housing legislation and landlord responsibilities.
• Excellent communication, investigation, and report-writing skills.
• Ability to manage a high-volume caseload and meet deadlines.

• Up to £32.00 per hour (Umbrella).
• Opportunity to make a real impact on resident satisfaction and service delivery.

Apply today to be considered for this excellent opportunity with a South Essex Local Authority client.