Housing Complaints Officer
Nottinghamshire 22 - 24 per hour Contract
Job Reference: CR/100404
We’re working with a public-sector housing provider who urgently requires a Housing Complaints Handler to support their team during a period of high complaint volumes.
This is a hands-on role where you’ll take ownership of stage 1 housing complaints from start to finish, helping to ensure residents receive timely, fair, and high-quality responses. You’ll be working closely with internal teams—particularly repairs and contractors—to investigate issues and drive resolutions.
You’ll join a supportive team environment, working alongside an existing coordinator to help manage caseloads and improve overall service delivery.
Key Responsibilities of a Housing Complaints Officer
We’re looking for someone who is confident, organised, and customer-focused, with strong experience in handling complaints.
What’s on Offer: Housing Complaints Handler
This is a hands-on role where you’ll take ownership of stage 1 housing complaints from start to finish, helping to ensure residents receive timely, fair, and high-quality responses. You’ll be working closely with internal teams—particularly repairs and contractors—to investigate issues and drive resolutions.
You’ll join a supportive team environment, working alongside an existing coordinator to help manage caseloads and improve overall service delivery.
Key Responsibilities of a Housing Complaints Officer
- Manage stage 1 complaints end-to-end, from initial receipt through to resolution
- Monitor the complaints inbox and case management system (CRM)
- Contact residents to clarify concerns and manage expectations
- Investigate complaints by liaising with internal teams (e.g. repairs, contractors)
- Draft and issue formal written responses within agreed timescales
- Ensure all cases are accurately recorded, tracked, and updated
- Process compensation claims where appropriate
- Escalate or route staff-related concerns to relevant managers
- Provide follow-up support where needed after case closure
- Identify and flag recurring issues or trends to management
We’re looking for someone who is confident, organised, and customer-focused, with strong experience in handling complaints.
- Proven experience in complaints handling or customer resolution (any sector considered)
- Confident speaking to customers on the phone with empathy and professionalism
- Strong written communication skills with the ability to handle sensitive situations
- Able to manage multiple cases and meet deadlines
- Comfortable investigating issues and working with different stakeholders
- Good attention to detail and record-keeping skills
- Able to remain calm and effective when dealing with challenging situations
What’s on Offer: Housing Complaints Handler
- Immediate start with a fast interview process
- Hybrid working (typically 3 days from home, with some flexibility)
- Opportunity to gain experience within a regulated housing environment
- Potential for a longer-term opportunity (FTC or permanent)
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