Complaints Officer

Housing Complaints Officer - The organisation:

Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in Cheshire West. The role is on an initial 2-month temporary contract. The hourly rate is £25.40 per hour and it's a hybrid role of 2 days in office, and 3 days from home.

Housing Complaints Officer - 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

Housing Complaints Officer - 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