Complaint Lead Housing

Housing Complaints Lead

• Job Type: Temporary (Immediate Start)
• Location: Pitsea, Ealing, or Westminster Bridge
• Hourly Rate: £16.23 PAYE or £20.51 Umbrella

We are seeking a Housing Complaints Lead to join our team on an ongoing temporary basis. The successful candidate will play a critical role in investigating and resolving complaints raised by residents, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. This position is essential for maintaining a positive complaint-handling culture and strong resident relationships.

Day-to-day of the role:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Required Skills & Qualifications:

• Good knowledge of the Housing Ombudsman Complaint Handling Code.
• Proven experience in complaint handling or a similar role within housing.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in using CRM systems and other relevant IT systems.

Benefits:

• IT equipment provided for the role.
• Opportunity to work across multiple office locations after initial training.
• Comprehensive training provided at the beginning of the assignment.

How to apply:

To apply for the Housing Complaints Lead position, please submit your CV