Complaints and Resolutions Officer

Housing Complaints and Resolutions Officer

Job title – Housing Complaints & Resolutions Officer
Location – Ashford, Kent TN23 (Office-Based Only)
Contract – Temporary (6 Months)
Hours – 37 hours per week, Monday – Friday

Our client is seeking an experienced Housing Complaints & Resolutions Officer to provide administrative and coordination support within their Housing Performance & Improvement function. This is a key role focused on ensuring housing complaints are logged, allocated, monitored, and reported accurately, in line with statutory requirements and Housing Ombudsman support service improvement while delivering a professional, empathetic experience for tenants.

• Allocate incoming housing complaints to the appropriate officers or teams within agreed timescales.
• Track complaints through all stages, monitoring volumes, response times, and outcomes.
• Maintain accurate complaint records, actions, learning points, and audit trails on internal systems.
• Administer compensation payments linked to complaint resolutions, ensuring financial accuracy.
• Produce performance reports for management and governance purposes.
• Respond to tenant and stakeholder queries regarding complaint processes and case progress.
• Support officers with drafting clear, professional complaint responses where required.
• Identify cases requiring escalation and ensure these are progressed appropriately.
• Assist with statutory returns, audits, and preparation of documentation for meetings.
• Ensure compliance with GDPR, data protection, and internal policies at all times.

• Previous experience in a complaints, customer resolution, or housing-related role.
• Strong understanding of complaint handling processes and best practice.
• Excellent written and verbal communication skills, with a professional and empathetic approach.
• Ability to manage conflicting priorities and work accurately under pressure.
• Strong attention to detail and record-keeping skills.
• Confident using Microsoft Office and case management systems.
• Able to remain impartial, objective, and customer-focused when handling sensitive cases.

• Knowledge of Housing Ombudsman Complaint Handling Code.
• Experience working within housing services or a local authority environment.
• Familiarity with performance reporting and governance requirements.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed).