REMOTE Complaints Officer

Remote Complaints Officer | Temporary 6 Month Contract

We are currently looking to appoint a team of Complaints Officers to join a busy Housing Association on a 6-month temporary contract.

The Role

As a Complaints Officer, you will support the end-to-end management of Stage 1 and Stage 2 complaints, ensuring cases are investigated, tracked, and resolved in line with the Housing Ombudsman Complaint Handling Code, internal policies, and service standards.

Working within a fast-paced complaints team, you will be responsible for managing a caseload of complaints, liaising with internal stakeholders, gathering information, and ensuring responses are issued within agreed timescales.

Key Responsibilities

• Manage a caseload of Stage 1 and Stage 2 housing complaints from receipt through to resolution.
• Conduct detailed investigations and gather information from relevant service areas.
• Draft clear, accurate, and customer-focused complaint responses.
• Ensure complaint cases are logged and maintained accurately on internal systems.
• Monitor deadlines and ensure compliance with complaint handling timescales.
• Work closely with operational teams to obtain information and agree resolutions.
• Identify service failures and areas for improvement.
• Escalate complex cases where appropriate.
• Support the organisation in meeting Housing Ombudsman requirements and regulatory expectations.
• Provide updates and reports on complaint performance when required.

Requirements

• Previous experience handling Stage 1 and Stage 2 complaints within a Housing Association, Local Authority, or social housing environment.
• Strong understanding of the Housing Ombudsman Complaint Handling Code.
• Experience investigating complex complaints and producing written responses.
• Excellent written and verbal communication skills.
• Ability to manage a high-volume caseload and work to strict deadlines.
• Strong attention to detail and organisational skills.
• Experience using CRM or complaints management systems.

Interested?

If you or anyone within your network has experience handling Stage 1 and Stage 2 complaints within social housing and would like to be considered for this opportunity, please send your CV to (url removed).

The Oyster Partnership Ltd. is an equal opportunities employer and welcomes applications from all candidates regardless of age, disability, gender, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

All applicants must have the right to work in the UK. We are unable to offer visa sponsorship for this role. Proof of eligibility will be requested before any offer is confirmed.

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