Back to Job Search

Complaint Officer

Job Description

Job title - Complaint Officer
Location - London W6
Contract - Temp Ongoing
Start Date: Asap
Salary: £24.78 Umbrella p/h

Service Care Solutions are looking for a Complaint Officer to join our clients team in London. You will be responsible for coordination and effective management of the company complaint processes.

Key Responsibilities:

  • Supervise the effective management and documentation of complaints within the complaints database, conducting routine inspections of recorded cases and providing feedback for necessary enhancements.
  • Collaborate with the Housing Ombudsman Service (HOS) regarding cases, furnishing requested information and coordinating with managers for data provision.
  • Generate complaints data for operational managers and directors to foster learning and improvement, including the reporting of review outcomes and Housing Ombudsman inquiries.
  • Manage the recruitment and establishment of a pool of independent reviewers and managers, overseeing recruitment processes, training, and ongoing support.
  • Contribute to enhancing complaint responses and handling by conducting regular quality assurance audits on correspondence, follow-ups, and adherence to timelines.
  • Ensure the Customer Experience Manager and relevant operational managers are informed of any complaints posing potential risks to overall customer service, regulatory compliance, or reputation.

Desirable Experience:

  • Experience within Social Housing.
  • Experience in complaints.

If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at