Regional Operations Officer - Complaints - South East

Job Title: Regional Operations Officer - Interim

Location: South East (hybrid, predominantly home-based)
Rate: £20.42 per hour (PAYE) / £25.92 per hour (Umbrella)
Contract Type: Interim

About the Role:
We are seeking a Regional Operations Officer with a focus on complaints management and responses. You will deal with complaints, analyse performance and feedback data to identify trends and risks, and drive service improvement across the region.

Key Responsibilities:

• Manage complaints and responses, using complaint and feedback data to identify trends, risks, and improvement actions.
• Support regional business planning and co-ordinate performance management information and reporting.
• Carry out audits to ensure service delivery meets standards and complies with policy and procedure.
• Lead research into best practice and assist with local improvement projects.
• Liaise with policy leads to keep policies, procedures, and guidance up to date.

Requirements:

• Complaints management experience within housing (essential).
• Experience in continuous improvement or service delivery.
• Good knowledge of the social housing operating environment, including regulatory and compliance frameworks.
• Strong analytical skills, with the ability to translate complex information into meaningful formats.
• Excellent Microsoft Office skills, including Visio for process mapping.
• Excellent written and verbal communication skills, adaptable to audiences from customers to Board members.

If this role aligns with your experience, please send an updated copy of your CV to Sean Cloherty at Elevate Projects so we can discuss further.