Complaint Officer

Complaint Officer
Location: Eastleigh
Contract: 3 Months
Rate: £22.20 LTD per hour
Sector: Social Housing / Customer Experience
Service Care Solutions are currently recruiting for an experienced Complaint Officer to join a busy Customer Experience team within a reputable housing organisation based in Eastleigh.
This is an excellent opportunity for someone with strong complaint handling, investigation and written communication skills to take ownership of a varied caseload and ensure customers receive fair, clear and timely resolutions.
The Role
As Complaint Officer, you will manage complaints from initial acknowledgement through to final resolution.
Key responsibilities will include:

• Acting as the main point of contact for customers throughout the complaints process
• Acknowledging complaints and clearly explaining timescales and next steps
• Investigating complaints thoroughly and reviewing all relevant evidence
• Producing clear, professional and well-reasoned written complaint responses
• Making fair and balanced decisions based on evidence
• Liaising with housing teams, property services, contractors and other internal departments
• Communicating with local councillors and the Housing Ombudsman where required
• Managing a varied complaints caseload within agreed deadlines
• Identifying recurring themes and areas for service improvement
• Providing constructive feedback to operational teams and managers
• Supporting improvements to policies, procedures and staff training

Requirements
We are looking for candidates with:

• Previous complaints handling, customer resolution or case management experience
• Excellent written communication, spelling and grammar
• Strong investigation and evidence-reviewing skills
• Confidence producing detailed formal complaint responses
• Excellent telephone and customer service skills
• Ability to deal professionally and empathetically with challenging or sensitive situations
• Strong organisation and caseload management skills
• Good Microsoft Outlook, Word and Excel knowledge
• Social housing, property services or regulated-sector experience would be highly desirable
• Housing Ombudsman knowledge or experience would be particularly beneficial

Benefits

• £22.20 LTD per hour
• Initial 3-month contract
• £250 Training Allowance
• Dedicated specialist consultant
• Daily payroll runs
• Free candidate registration
• Referral and loyalty bonus schemes
• Free compliance checks

How to Apply
If you have experience handling complex complaints and are interested in this Complaint Officer opportunity in Eastleigh, please contact George at Service Care Solutions.
Email: george.westhead@servicecare.org.uk
Office: 01772 208 966