Complaints Officer

Complaints Advisor – Social Housing Location: South West London (hybrid working available) Salary: c.£34,000 per annum Contract: Permanent, Full-Time An established and reputable housing provider is seeking an experienced Complaints Advisor to join their customer experience team. This is a key role focused on investigating and resolving customer complaints, ensuring a high-quality service and positive outcomes for residents. Key Responsibilities: * Manage and investigate complex complaints through to resolution * Ensure responses are compliant with the Housing Ombudsman Complaint Handling Code * Liaise with internal stakeholders to resolve issues and prevent escalation * Respond to enquiries from external parties including MPs and the Housing Ombudsman * Maintain accurate records of complaints and ensure full audit trails on CRM systems * Identify trends and support service improvements to enhance customer experience About You: * Essential: Experience handling complaints within the social housing sector * Strong understanding of complaints processes and regulatory requirements * Excellent communication and stakeholder management skills * Ability to manage complex cases and work under pressure to deadlines * Customer-focused, with a proactive and solution-driven approach What’s on Offer: * Hybrid working (following initial onboarding period) * Supportive and collaborative working environment * Opportunity to influence service delivery and improve customer outcomes