Complaints Investigator

Job Title – Complaints Officer (Housing)
Location – Hammersmith
Contract – Temporary
Hours – Full-time
Salary – £27.45 LTD p/h or £22.27 PAYE p/h
Role summary –
We are seeking a skilled Complaints Officer with a housing background, particularly those experienced in responding to Stage 1 complaints. Experience in Stage 2 complaints would be highly valued. This role requires someone who can hit the ground running with minimal training, taking full ownership of cases to ensure fair and impartial complaint resolution in line with regulatory timescales.
Key Responsibilities:

• Investigate and resolve complaints in a fair, impartial, and timely manner.
• Take full case ownership from start to closure, keeping customers informed at every stage.
• Deliver high-quality written responses that meet regulatory requirements.
• Aim to resolve issues at Stage 1 wherever possible.
• Handle complex, ongoing complaints with confidence.
• Prepare comprehensive documentation for Stage 2 reviews and provide expert guidance to facilitate resolution.
• Provide excellent customer service via correspondence, phone, and in-person interactions.
• Ensure compensation payments are processed promptly.
• Maintain accurate case notes and records.

Requirements:

• Strong background in housing, with demonstrable experience in handling Stage 1 complaints (Stage 2 experience desirable).
• Immediate availability or a maximum 2-week notice period.
• Ability to work in the office every Wednesday and Thursday.
• Excellent written communication skills and a strong understanding of regulatory complaint-handling processes.
• Proven ability to work independently and manage a busy caseload.

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 George at Service Care Solutions on 01772 208 966 or send an email to George.Westhead@servicecare.org.uk