Complaints Officer

Complaints Officer (Interim) London 3-month contract £25–£30 per hour If you’re passionate about fairness, great customer experience, and making sure residents feel genuinely heard, this interim role offers the chance to make a real impact in a busy, resident-focused housing environment. We’re supporting a London-based housing organisation to recruit an experienced Complaints Officer for a 3-month contract. You’ll take the lead on managing and resolving complaints, driving service improvements, and ensuring responses meet regulatory standards - including the Housing Ombudsman’s Complaint Handling Code. This is an ideal opportunity for someone who thrives in a fast-paced, people-centred setting and can bring clarity, empathy, and professionalism to complex cases. The Role: As the organisation’s dedicated complaints lead, you will: · Manage and investigate Stage 1 complaints, ensuring timely, high-quality responses. · Coordinate Housing Ombudsman referrals and provide clear, well-reasoned written outcomes. · Engage sensitively with residents, including those in vulnerable situations, ensuring they feel listened to and respected. · Maintain accurate casework records, logs, and performance data. · Recommend compensation or service-failure payments in line with policy. · Support wider service improvement by analysing trends, identifying risks, and working with teams to embed learning. · Handle MP/member enquiries and statutory information requests (FOI, EIR, DPR). · Promote a positive complaints culture focused on early resolution and transparency. About You: We’re looking for someone who brings: · Strong experience handling complaints in housing, public services, or a regulatory environment. · Excellent written communication - clear, empathetic, and confident in drafting formal responses. · A calm, professional approach when dealing with sensitive or challenging situations. · Solid understanding of complaint handling best practice, data protection, and the Housing Ombudsman Code. · Ability to manage a varied caseload and meet tight deadlines. · Confidence using case management systems and Microsoft Office. · A proactive, solutions-focused mindset with a commitment to continuous improvement. · Experience supporting colleagues or contributing to service improvement projects. This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business