Housing Complaints Officer

Location: Kent (Hybrid/Office-Based) Contract: Temporary until March 2027 Hours: Full-Time Rate: Up to £24 per hour

We are currently recruiting for an experienced Housing Complaints Officer to join a leading Housing Association in Kent on a temporary basis until March 2027.

This is a fast-paced role requiring a customer-focused professional with a strong understanding of complaint handling within social housing. You will be responsible for managing complaints from residents, MPs, councillors and other stakeholders, ensuring all cases are handled in line with the Housing Ombudsman's Complaint Handling Code and organisational standards.

• Manage and investigate a high volume of customer complaints from receipt through to resolution.
• Log, track and monitor complaints in accordance with the Housing Ombudsman Complaint Handling Code.
• Draft clear, professional and empathetic complaint responses.
• Manage busy inboxes, including correspondence from MPs, councillors and senior stakeholders.
• Maintain accurate complaint records and ensure all documentation is up to date.
• Process and coordinate compensation claims and associated paperwork.
• Monitor complaint performance and ensure compliance with agreed KPIs and service standards.
• Escalate complex cases where appropriate and work collaboratively with operational teams to gather information.
• Produce reports and complaint-related performance data as required.
• Utilise SharePoint and other digital systems to maintain records and manage workflows.
• Support continuous improvement initiatives by identifying complaint trends and learning opportunities.

To be successful in this role, you will have:

• Previous experience handling complaints within a Housing Association, Local Authority or Social Housing environment.
• Knowledge of the Housing Ombudsman Complaint Handling Code and complaint best practice.
• Excellent written communication skills with the ability to draft detailed and professional responses.
• Experience managing complex and sensitive customer complaints.
• Proven ability to manage multiple priorities and maintain performance against KPIs.
• Strong organisational skills and attention to detail.
• Experience processing compensation claims or financial redress arrangements.
• Confidence working within digital environments, including SharePoint and case management systems.
• Ability to build effective relationships with internal stakeholders and external parties including MPs and councillors.

• Competitive rate of up to £24 per hour
• Full-time opportunity
• Temporary contract until March 2027
• Opportunity to work for a respected Housing Association
• Collaborative and supportive team environment
• Valuable experience within a customer-focused housing services function