Complaints Officer

Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in Merseyside. The role is on an initial 3-month temporary contract, likely to be extended. The hourly rate is £22.45 per hour and office attendance is required 5 days per week for initial training, moving to a hybrid pattern of 3 days in office, and 2 days from home.

The role:

• Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation, primarily repairs
• Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
• Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
• Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
• Ensure all actions and interventions are recorded within the Case Management System

What you need:

• Experience of working in complaint handling, preferably within social housing or a similar environment
• Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
• Good verbal and written communication skills