Complaint Lead – Housing (Temporary)

About the role

We are seeking two Complaint Leads to join a busy housing team on a temporary basis. The role involves investigating resident complaints, delivering fair resolutions, and supporting service improvements in line with the 2024 Housing Ombudsman Complaint Handling Code.

Key responsibilities

• Conduct detailed investigations into resident complaints, gathering and analysing evidence.
• Liaise with internal departments and external contractors to progress cases.
• Ensure all activities comply with the Housing Ombudsman Complaint Handling Code and other regulations.
• Maintain accurate records of complaint activity within the CRM system.
• Identify recurring trends and provide recommendations for service improvement.
• Deliver responses within agreed service levels and maintain positive resident relationships.

Required profile

• Proven experience in complaints investigation, handling, or a contact‑centre environment.
• Background in housing, local authority, or public‑sector settings.
• Demonstrated ability to manage complex and escalated complaints.
• Excellent written and verbal communication skills.
• Strong organisational abilities and attention to detail.

Required skills

What we offer

• Pay rate of £14.34 per hour (PAYE).
• Hybrid working model with mandatory three‑day training at the Pitsea office.
• Immediate start and a contract lasting until at least October, with potential extension.
• Opportunity to influence service quality and resident satisfaction.