Complaints Officer – Housing Complaints Administrator

About the role

We are recruiting on behalf of a housing organisation for a Complaints Administrator to provide temporary support to the complaints and regulatory function. This is an excellent opportunity for an organised and detail‑focused administrator to support the management of resident complaints and Housing Ombudsman correspondence.

Key responsibilities

• Manage and monitor the complaints inbox, ensuring enquiries are accurately logged and directed to the appropriate teams.
• Administer and respond to Housing Ombudsman portal messages and correspondence.
• Support the collation and maintenance of complaint information and records.
• Ensure complaint and Ombudsman information is accurately recorded on relevant systems.
• Liaise with internal teams to obtain information and updates within required timescales.
• Monitor outstanding actions and follow up with colleagues to ensure deadlines are met.
• Provide general administrative support to the complaints function and handle sensitive, confidential information appropriately.

Required profile

• Strong administration experience with excellent organisation and time‑management skills.
• Excellent attention to detail and ability to manage competing priorities.
• Strong written and verbal communication skills.
• Confidence using IT systems and Microsoft Office.
• Ability to work accurately under pressure and to tight deadlines.
• Proactive approach with the ability to work independently and as part of a team.
• Experience in housing, complaints or a regulated environment is a strong advantage.

Required skills

• Microsoft Office
• IT systems

What we offer

• £20‑£23 per hour (umbrella rate)
• 6‑8 month fixed‑term contract
• Hybrid working opportunity