Senior Housing Complaints Officer

About the role

CCP Recruitment is seeking an experienced Senior Housing Complaints Officer to join a fast‑paced housing team in Birmingham City Centre. The role is temporary, offering a hybrid working pattern after an initial training period.

Key responsibilities

• Manage and investigate complex housing complaints from initial receipt through to resolution.
• Respond to Housing Ombudsman enquiries and determinations, drafting high‑quality response letters.
• Liaise with internal departments to gather information and resolve complaints within statutory timeframes.
• Identify service improvements and contribute to organisational learning from complaint trends.
• Handle a high volume of complex cases simultaneously while maintaining accuracy.

Required profile

• Proven experience handling housing complaints that have been escalated to the Housing Ombudsman.
• Strong knowledge of housing legislation and complaint handling procedures.
• Background working within a local authority or housing association.
• Excellent written communication and case‑management abilities.
• Ability to manage high volumes of complex cases.

Required skills

What we offer

• Competitive £21 per hour (umbrella rate).
• Hybrid working (3 days office, 2 days home) after training.
• Central Birmingham location with excellent transport links.
• Immediate start on a 6‑month fixed‑term assignment.