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- Manage the full lifecycle of complaints, including Stage 1, Stage 2, and Ombudsman (OB) cases.
- Maintain accurate and up-to-date records using Excel-based trackers and internal systems.
- Investigate complaints thoroughly and draft timely, clear written responses.
- Liaise with surveyors, contractors, and internal departments to gather relevant information and coordinate responses.
- Handle maintenance-related enquiries from residents and stakeholders.
- Deliver excellent customer service through clear communication, empathy, and a solution-focused approach.
- Experience managing formal complaints processes within housing, local government, or a similar public-facing environment.
- Strong written and verbal communication skills, with the ability to draft professional responses.
- Confidence using Excel and tracking tools to monitor and report on case progression.
- A calm and organised approach to handling sensitive or challenging issues.
- A strong focus on service quality and timely resolution.
