Complaints And Improvement Officer

Spencer Clarke Group are seeking a Complaints and Improvement Officer for a local authority in Portsmouth.

In this role, you will investigate and resolve complaints, ensure regulatory compliance, and drive service improvements.

Duties:

• Investigate and resolve Stage 1 and Stage 2 complaints, ensuring timely, fair and compliant responses.
• Analyse complaint trends, identify root causes and recommend service improvements.
• Prepare performance reports and monitor compliance with Housing Ombudsman requirements.
• Work with housing teams to embed learning, improve resident satisfaction and prevent repeat complaints.

Qualifications and Experience:

• Experience investigating and resolving complex customer complaints.
• Experience analysing performance data and producing management reports.
• Experience working in social housing, local government or a customer-focused environment.
• Experience managing competing priorities, meeting deadlines and identifying service improvements.

What's on offer:

Salary: £30ph

*may negotiate higher for exceptional candidates, based on experience*

Contract type: 6 months minimum

Hours: Monday to Friday, 37 hours per week