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- Manage the end-to-end complaints process including logging, investigating, coordinating, and responding to resident concerns.
- Liaise with internal departments and contractors to gather information and ensure timely resolution.
- Maintain accurate digital records using case management systems and ensure all correspondence is logged.
- Support the Complaints and Resolution Manager in day-to-day service delivery and help identify areas for improvement.
- Act as an advocate for residents’ rights, ensuring outcomes are fair, respectful, and timely.
- Help produce reports on performance, themes, and complaint outcomes.
- Contribute to a culture of continuous improvement, learning from feedback and helping to improve services.
- Where appropriate, process compensation claims, respond to MPs or councillors, and escalate complex cases to senior leadership.
- Strong background in complaint handling or customer resolution roles.
- Excellent written and verbal communication skills, with the ability to write clearly and professionally.
- Confident using CRM or case management systems and MS Office applications.
- Able to manage a varied workload with competing deadlines.
- High attention to detail, organisational and time-management skills.
- Strong interpersonal skills, with the ability to work collaboratively across teams and with external stakeholders.
- A positive, proactive, and empathetic approach to customer service.
- Experience within the housing sector.
- Knowledge of complaint handling best practices and the Housing Ombudsman Complaint Handling Code.
