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Senior Complaints Officer WCR 3

Job Description

Job title - Senior Complaints Officer
Location - London
Contract - Temp - Ongoing
Start Date: Asap
Salary: £27.13 Umbrella P/H

Our client is seeking a Senior Complaints Officer to join their team. The company is a high-profile organisation that is dedicated to maintaining and enhancing the city. The successful candidate will play a vital role in supporting the team to manage and respond to complaints effectively.

Job Responsibilities:

  • Act as a point of contact for residents wishing to raise a complaint or general enquiry.
  • Provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
  • Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman ensuring that deadlines for responses are met.
  • Support the creation of case files for the Housing Ombudsman.
  • Manage all recommendations made by the Housing Ombudsman in its final determination report.
  • Ensure the complaints system is maintained and complaints and enquiries are recorded within target times.
  • Support and train officers in their use of the complaints database.
  • Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
  • Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
  • Produce an overview for the complaints and enquiries regarding contract performance.


  • Experience of investigating complex complaint investigations, particularly for the Housing Sector or with the Housing Ombudsman.
  • Ability to reach a balanced outcome when you do not have enough evidence to support/disprove the complaint.
  • Can write a technical response in lay terms to ensure it is understood.
  • Evidence of contacting residents to understand their complaint and to explain your decision over the phone.
  • Can work collaboratively to ensure resolution to complaints/tracking actions and escalating cases/issues where there are identified or emerging risks.

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