Senior Complaints Handler – Housing

About the role

Join the Customer Resolution team as a Senior Complaints Handler, focusing on complex, high‑volume housing complaints. You will work 35 hours per week with flexible weekday hours, starting with office‑based training before moving to a hybrid schedule of 1‑2 days on site.

Key responsibilities

• Lead Stage 1 and Stage 2 investigations using the Ombudsman portal.
• Gather, analyse and collate evidence to build clear case files for legal colleagues and solicitors.
• Respond to information requests and ensure all documentation meets regulatory standards.
• Manage sensitive cases end‑to‑end, maintaining confidentiality and accuracy.

Required profile

• Strong experience in complaints investigation, evidence gathering and case analysis.
• Confidence using Ombudsman processes or similar regulatory portals.
• Background in social housing or another regulated environment.
• Excellent written communication with the ability to produce logical case documents.

Required skills

• Ombudsman portal

What we offer

• Weekly pay with flexible, weekday‑only hours.
• Hybrid working model – initial training on site, then 1‑2 days per week on site.
• Opportunity to handle senior‑level, high‑impact cases within a supportive team.