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We are seeking a dedicated and compassionate Complaints Officer to join our Social Housing team on a temporary basis. The successful candidate will handle and resolve complaints from tenants and residents, ensuring that issues are addressed promptly and effectively. The role requires excellent communication skills, a strong understanding of social housing policies, and a commitment to delivering high-quality customer service.

Key Responsibilities

Complaint Handling: Receive, log, and manage complaints from tenants and residents through various channels (phone, email, in-person).
Investigation: Conduct thorough investigations into complaints, gathering relevant information and evidence to understand the root cause of issues.
Resolution: Develop and implement effective solutions to resolve complaints, working closely with other departments as necessary.
Communication: Maintain clear, compassionate, and timely communication with complainants, keeping them informed throughout the complaint process.
Record Keeping: Maintain accurate and up-to-date records of all complaints and their resolutions in the complaint management system.
Reporting: Prepare regular reports on complaint trends and outcomes for senior management.
Policy Development: Assist in the development and review of policies and procedures related to complaints handling.
Continuous Improvement: Identify opportunities for service improvements based on complaint data and feedback