Complaints & Resolution Caseworker

Complaints & Resolution Caseworker (Hybrid) – Ealing, London W5 | Temporary Contract (ASAP start)

Service Care Solutions is recruiting Complaints & Resolution Caseworkers to join a leading housing organisation’s Customer Experience team in Ealing. This is a short-term contract for 2 weeks (with a view to ongoing support depending on business requirements). Working 35 hours per week, you’ll be based in the office 1 day per week, increasing to 2 days per week.

The role offers a highly structured complaints environment, ideal for candidates who enjoy taking ownership and delivering fair, timely outcomes.

Candidate Responsibilities

• Manage customer complaints from initial receipt through to final resolution as a Complaints & Resolution Caseworker
• Conduct detailed, impartial investigations and produce evidence-based outcomes
• Draft high-quality written responses, including Stage 2 complaint responses, maintaining a professional complaint handling standard
• Prepare cases and supporting documentation for Housing Ombudsman investigations and panel reviews
• Keep customers informed throughout the process using clear, empathetic communication as a Complaints & Resolution Caseworker
• Process compensation payments where appropriate, in line with organisational procedures
• Maintain accurate, up-to-date case records using CRM systems and Microsoft Office

Benefits

• £250 training allowance
• Dedicated specialist consultant support (one point of contact throughout your placement)
• Daily payroll runs
• Free candidate registrations
• Referral and loyalty bonus schemes
• Sign up bonus (where applicable)
• Free compliance checks

Key Skills / Requirements

• Previous complaints experience within housing, public sector, or regulated environments
• Experience handling complex complaints and producing formal written responses
• Strong understanding of complaint handling frameworks and regulatory timescales
• Excellent written and verbal communication skills and strong attention to detail
• Confident using Microsoft Office and CRM systems

How to apply

Please contact Lewis at Service Care Solutions:
Email: Lewis.Hodson@servicecare.org.uk
Phone: 01772 208 966