Complaints Lead

Hourly Rate: £17.42 paye / £22.13 ltd umb
Location: Pitsea / Westminster Bridge Road London or Ealing (initial weeks training will be in Ealing)
Job Type: Temporary, Immediate Start, hybrid (full time in office during training period) initial 2 month booking

We are seeking a Complaints Lead for a housing association based in Pitsea. This role is crucial for thoroughly investigating and resolving complaints raised by residents efficiently and effectively. The successful candidate will play a key role in fostering a positive complaint handling culture, driving service improvements, and maintaining positive landlord-resident relationships.

Day-to-day of the role:

Thoroughly investigate and resolve complaints raised by residents, ensuring a fair resolution at the earliest opportunity.
Adhere to the guidelines outlined in the Housing Ombudsman Complaints Handling Code.
Foster a positive complaint handling culture within the organisation.
Drive service improvements based on feedback and complaint outcomes.
Maintain and enhance positive landlord-resident relationships through effective communication and resolution strategies.

Required Skills & Qualifications:

Proven experience in handling housing complaints.
Strong understanding of the Housing Ombudsman Complaints Handling Code.
Excellent investigative and problem-solving skills.
Ability to handle complex complaints with a fair and balanced approach.
Strong communication skills, capable of dealing with residents and internal teams effectively.
Ability to work independently and as part of a team in a fast-paced environment.

Benefits:

Competitive hourly rate.
Opportunity to contribute to significant service improvements.
Work in a role that directly impacts resident satisfaction and community well-being.

To apply for this Complaint Lead position, please submit your CV

Complaint Investigators