Complaints Review Officer

Spencer Clarke Group are seeking a Complaints Review Officer for a Local Authority Client based in East London.

In this role, you will ensure that residents receive a fair and thorough review of their complaints, draft high-quality responses, and work proactively to prevent escalations to the Housing Ombudsman.

About the role:

You will be tasked with delivering key strategic objectives:

• Lead investigations and responses for complex complaints, including Stage 2 cases and high-profile issues.
• Ensure all corrective actions are tracked, completed, and communicated to residents in a timely manner.
• Draft high-quality responses for complaints and prepare detailed reports on complaints, member inquiries, and FOI requests.
• Provide guidance to staff on complaint handling, early settlement, and compensation procedures.
• Ensure all actions comply with regulatory requirements, including processing compensation payments in line with council regulations.

About you:

The successful candidate will have the following skills / experience:

• Experience in managing and resolving complex and multifaceted complaints, particularly at the Stage 2 level.
• Proven experience in conducting thorough investigations and gathering necessary information to provide comprehensive responses.
• Experience with CRM systems and other tools used for managing complaints and inquiries.

What's on offer:

Salary: £23+ph

*may negotiate higher for exceptional candidates, based on experience*

Contract type: 3-6, months minimum, with a high likelihood of extension

Hours: Monday - Friday, 35 hours per week

How to apply:

• Once your CV is received, if you are successful, you will be contacted.
• Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
• For any further questions, please contact Taylor Kirkham on .

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