Complaints Officer

Step into a rewarding temporary contract role offering a competitive hourly rate and hybrid working, supporting a busy customer experience function within the housing sector.
This Complaints Officer position gives you the opportunity to manage and resolve customer complaints end-to-end, ensuring fair outcomes, regulatory compliance, and a high standard of customer service, all while working in a supportive and collaborative environment focused on continuous improvement.

I’d love to hear from anyone with experience as a Complaints Officer, Customer Resolution Officer, or within housing/customer service case management, who can confidently manage a busy caseload and deliver high-quality written responses.

In this position, you will:

• Investigate cases thoroughly, liaising with internal teams and contractors
• Draft clear, compliant responses aligned with Housing Ombudsman Complaint Handling Code
• Ensure accurate case recording on CRM systems
• Communicate with customers throughout the complaints process
• Identify trends, learning outcomes, and service improvements

I’d love to speak to anyone who has:

• Experience handling Stage 1 and Stage 2 complaints 
• Strong understanding of the Housing Ombudsman Complaint Handling Code
• Excellent written communication and report-writing skills
• Ability to manage a high-volume caseload and meet deadlines
• Experience in social housing or regulated customer service environments

This role offers:

• Competitive hourly rate (£22-£24 per hour depending on experience)
• 3-month ongoing temporary contract with potential extension
• Hybrid working arrangement
• Supportive team environment
• Opportunity to build experience in housing complaints and regulatory casework

If this Complaints Officer role sounds like your next step, apply now or contact Olivia at olivia.taylor@niyaapeople.co.uk for more information.