Complaints & Resolution Caseworker

Job title: Complaints & Resolution Caseworker
Location: Ealing, London W5 (Hybrid – 1 office day per week, increasing to 2)
Start Date: ASAP
Contract Type: Temporary 3 months
Weekly Hours: 35 hours per week

Job Purpose

We are currently recruiting for three Complaints & Resolution Caseworkers to join a leading housing organisation's Customer Experience team based in Ealing.

This is an excellent opportunity for experienced complaints professionals who are passionate about delivering fair outcomes and outstanding customer service. You will take ownership of complaints from receipt through to resolution, ensuring investigations are thorough, impartial, and compliant with regulatory requirements.

Key Responsibilities:
 

• Manage customer complaints from initial contact through to final resolution.
• Conduct detailed investigations and provide fair, evidence-based outcomes.
• Draft high-quality written responses, including Stage 2 complaint responses.
• Prepare cases and documentation for Housing Ombudsman investigations and panel reviews.
• Keep customers informed throughout the complaint process with clear and empathetic communication.
• Process compensation payments where appropriate.
• Maintain accurate case records using CRM systems.

• Previous experience managing complaints 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.
• Strong attention to detail and ability to make balanced, impartial decisions.
• Confident using Microsoft Office and CRM systems.