Complaints Resolution Officer

We are currently looking for a Complaints Resolution Officer to join our well established client, playing a key role in managing complaints investigation and resolution. This is a full-time position for 6 months until March next year, working 35 hours per week, Monday to Friday. The role is based in Evesham.

The Complaints Resolution Officer position offers:

• Hybrid working option
• Contract till March 2026

Key Responsibilities include:

• Acting as a single point of contact for customers and colleagues on complaints investigation and resolution
• Logging, triaging, acknowledging, and investigating complaints in line with publicised timescales and KPI targets
• Liaising with Heads of Service and Operational Managers to ensure timely resolution of customer complaints
• Undertaking stage 1 complaint investigations, recommending resolutions, and supporting stage 2 investigations where required
• Ensuring customers are kept informed of progress and outcomes within set timeframes
• Overseeing disrepair cases in conjunction with senior management
• Working with colleagues and external stakeholders (e.g., contractors, solicitors, statutory bodies) to support effective complaint management
• Documenting complaint learning outcomes and supporting service improvements to enhance customer satisfaction
• Ensuring accurate data and outcomes are captured for reporting purposes

We're looking for candidates with experience in:

• Complaints handling and resolution within housing or public sector settings
• Investigating sensitive or complex complaints (including mediation)
• Working to regulatory requirements, ideally with knowledge of the Housing Ombudsman framework
• Delivering excellent customer service and building strong stakeholder relationships

If you think you're the right fit for the Complaints Resolution Officer role, please apply with your updated CV or send it to ryan.stewart@niyaapeople.co.uk for a confidential discussion.