Complaint Lead Housing

Reed • TRAFFIC • Essex, Basildon, United Kingdom • £16.23 - £20.51 / * • 23h ago

Housing Complaints Lead

Job Type: Temporary (Immediate Start)
Location: Pitsea, Ealing, or Westminster Bridge
Hourly Rate: £16.23 PAYE or £20.51 Umbrella

We are seeking a Housing Complaints Lead to join our team on an ongoing temporary basis. The successful candidate will play a critical role in investigating and resolving complaints raised by residents, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. This position is essential for maintaining a positive complaint-handling culture and strong resident relationships.

Day-to-day of the role:

Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
Work closely with internal teams and external contractors to gather evidence and resolve complaints.
Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Required Skills & Qualifications:

Good knowledge of the Housing Ombudsman Complaint Handling Code.
Proven experience in complaint handling or a similar role within housing.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Proficient in using CRM systems and other relevant IT systems.

Benefits:

IT equipment provided for the role.
Opportunity to work across multiple office locations after initial training.
Comprehensive training provided at the beginning of the assignment.

How to apply:

To apply for the Housing Complaints Lead position, please submit your CV

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