Complaints Officer

5 Days Old

Complaints Officer
This is an excellent opportunity for an experienced Complaints Officer with a strong understanding of public sector complaint handling, ideally within a local authority or housing association, to deliver fair, timely, and high-quality outcomes for residents.
Key Responsibilities
* Manage a caseload of complaints, ensuring investigations are thorough, balanced, and completed within agreed timescales.
* Handle Stage 1 (and where required Stage 2) complaints in line with organisational policies and statutory requirements.
* Draft clear, accurate, and empathetic written responses that address resident concerns and demonstrate learning outcomes.
* Liaise with internal departments, contractors, and external stakeholders to gather information and resolve issues effectively.
* Identify themes and trends within complaints and contribute to service improvement initiatives.
* Ensure compliance with relevant legislation, policies, and best-practice complaint-handling standards.
About You
* Proven experience working as a Complaints Officer within the public sector, ideally a council or housing association.
* Strong written and verbal communication skills, with the ability to explain outcomes clearly and sensitively.
* Excellent organisational skills and the ability to manage multiple cases simultaneously.
* A good understanding of complaints processes within a regulated environment.
* Confident, resilient, and able to handle challenging or sensitive situations professionally.
* Able to work in the NW London office in line with service requirements.
If you’re a complaints professional looking for your next opportunity within the public sector, we’d love to hear from you. Please apply now to be considered for a virtual interview, or contact Emily Nolan for further information
Apply
Location:
North West London
Salary:
£25 - £30 /hour
Job Type:
FullTime
Category:
Public Sector

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