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Senior Complaint Officer

Job Description

Job Title: Senior Complaint Officer
Salary: £32,682.30 per annum
Hours: 37
Type: Permanent
Location: Eastleigh, SO50
Start Date: ASAP

Our client is seeking Senior Complaint Officers to oversee and resolve Stage 2 complaints effectively. Responsibilities include conducting investigations, making impartial decisions, and communicating results clearly to all stakeholders. Strong communication and problem-solving skills are essential for collaborating with external partners and handling unique issues. Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service. You will be instrumental in maintaining our commitment to a customer-first approach.

Key Duties and Responsibilities:

  • Conduct investigations into escalating/escalated complaints and reach outcomes based on each case while managing risk to the organisation.
  • Communicate findings and outcomes to customers and stakeholders clearly and concisely, constructing a strong oral and written case.
  • Collate information in response to Housing Ombudsman Service requests, ensuring submissions are of high quality and meet deadlines.
  • Liaise and develop working relationships with other departments and external stakeholders, including local councillors and contractors.
  • Assist with feedback to colleagues, managers, or teams on avoidable complaints and/or escalations.
  • Identify areas in systems, processes, policies, or training that may cause complaints or escalation and suggest improvements.
  • Support the collation of reports and governance contributions as required on complex and escalated complaints.
  • Periodically handle Stage 1 complaints to support team objectives and provide resource cover at peak times.


  • Excellent written communication skills with an ability to distil messages clearly and succinctly.
  • Customer-focused with a polite and empathetic telephone manner and a passion for excellent service.
  • Experience in handling complex complaints and customer feedback, with a capacity to analyse and evidence findings.

If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to