Complaints Officer

Complaints Officer South London | Hybrid Working We are currently recruiting for an experienced Complaints Officer to join a customer-focused housing organisation in South London. This is an excellent opportunity for someone with strong customer service and complaint handling experience to play a key role in ensuring residents receive a professional, fair, and efficient complaints service in line with the Housing Ombudsman Complaint Handling Code. Key responsibilities include: * Managing and administering formal complaints through a CRM system * Monitoring complaint progress and ensuring deadlines are met * Supporting managers with complaint responses and resolutions * Maintaining accurate records, reports, and complaint trackers * Liaising with residents, contractors, and internal departments * Supporting Housing Ombudsman case management and evidence collation * Assisting with complaints learning, service improvement initiatives, and customer engagement activities * Producing reports and trend analysis relating to complaints and compensation The successful candidate will have: * Previous experience within complaints, customer service, or housing environments * Strong written and verbal communication skills * Excellent organisational skills and attention to detail * Experience using CRM systems and Microsoft Office packages * Ability to manage workloads independently and work collaboratively within a team * A proactive and customer-focused approach Housing sector experience and knowledge of the Housing Ombudsman Complaint Handling Code would be highly advantageous