Complaints Officer

4 Days Old

Job Description

Complaints Officer\n\nThis 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.\n\nKey Responsibilities\n\n * Manage a caseload of complaints, ensuring investigations are thorough, balanced, and completed within agreed timescales.\n\n * Handle Stage 1 (and where required Stage 2) complaints in line with organisational policies and statutory requirements.\n\n * Draft clear, accurate, and empathetic written responses that address resident concerns and demonstrate learning outcomes.\n\n * Liaise with internal departments, contractors, and external stakeholders to gather information and resolve issues effectively.\n\n * Identify themes and trends within complaints and contribute to service improvement initiatives.\n\n * Ensure compliance with relevant legislation, policies, and best-practice complaint-handling standards.\n\nAbout You\n\n * Proven experience working as a Complaints Officer within the public sector, ideally a council or housing association.\n\n * Strong written and verbal communication skills, with the ability to explain outcomes clearly and sensitively.\n\n * Excellent organisational skills and the ability to manage multiple cases simultaneously.\n\n * A good understanding of complaints processes within a regulated environment.\n\n * Confident, resilient, and able to handle challenging or sensitive situations professionally.\n\n * Able to work in the NW London office in line with service requirements.\n\nIf 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

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Location:
London
Job Type:
FullTime

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