Complaints Officer – Housing Association

About the role

Irwell Valley Homes is seeking a dedicated Complaints Officer to manage resident complaints from initial receipt through to resolution. You will ensure compliance with the Housing Ombudsman Complaint Handling Code and internal policies while delivering clear, fair and empathetic support to customers.

Key responsibilities

• Manage Stage 1 complaints, meeting required timescales and producing well‑reasoned responses.
• Collaborate with managers on complex cases, challenge decisions where appropriate and agree sustainable resolutions.
• Escalate unresolved issues to Stage 2, allocating cases to senior managers.
• Record learning from complaints in the HIVE system and support service improvement initiatives.
• Identify service failures, agree corrective actions and promote continuous learning.

Required profile

• Knowledge of the Housing Ombudsman Complaint Handling Code, housing regulation and compensation procedures.
• Proven experience in complaint handling, investigations and case management.
• Strong written and verbal communication skills with the ability to produce clear, concise responses.
• Ability to work collaboratively with managers and cross‑functional teams.

Required skills

• Excellent written communication
• Effective verbal communication
• Attention to detail in documentation

What we offer

• Competitive salary of £31,310.03 per annum
• Permanent full‑time contract (35 hours per week) with agile working arrangements
• Opportunity to make a real impact in a not‑for‑profit housing association serving over 20,000 residents