Complaints Officer

Job title: Complaints Officer
Location: London SE1 – Hybrid (2 days in office per week)
Start Date: ASAP
Contract Type: Temporary 3-6 months
Weekly Hours: 35 hours per week

Job Purpose

We’re currently recruiting for an experienced Complaints Officer to join a busy Customer Experience team on a temporary basis. This is a fast-paced role where you’ll manage a high volume of complaints, including Housing Ombudsman and MP enquiries, ensuring cases are resolved efficiently and within strict deadlines.

This is an excellent opportunity for someone who thrives in a structured, target-driven environment and can hit the ground running.

Key Responsibilities:

• Manage end-to-end complaint cases, ensuring timely and thorough resolution
• Handle Housing Ombudsman and MP enquiries in line with regulations
• Provide clear and consistent communication to customers throughout their complaint journey
• Investigate complex and escalated complaints, identifying root causes and solutions
• Liaise with internal departments to gather information and drive case progress
• Escalate cases where necessary to ensure deadlines are met
• Maintain accurate case records and manage a high-volume caseload
• Support service improvements by identifying trends and recurring issues

Candidate Profile

• Proven experience in complaints handling (housing or public sector desirable)
• Strong knowledge of complaint processes and regulatory timeframes
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Confident dealing with challenging conversations and sensitive cases
• Strong organisational and problem-solving skills

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 Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk