Complaints Officer, Braintree, Essex

Complaints Officer

New Today

Marks Consulting Partners are currently looking for a Customer Experience Specialist to work with one of our Housing Association clients in Essex.

What the Job Will Be Doing

* Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations

* Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards

* Investigating complaints, gathering evidence and producing clear, well-structured responses

* Acting as a key point of contact for residents, providing empathetic and customer-focused support

* Identifying trends, themes and root causes from complaints to drive service improvement

* Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting

* Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations

* Monitoring complaint performance and contributing to reports for senior management

* Maintaining accurate records and ensuring compliance with data protection and regulatory requirements

* Promoting early resolution and continuous improvement across services

* Supporting the management of complex enquiries, including MP and CEO complaints

* Working collaboratively with internal teams to improve customer experience and service delivery

What You Will Need

* Experience in a customer-facing role, ideally within social housing or a similar sector

* Experience handling complaints, including writing formal responses

* Strong knowledge of complaint handling frameworks and regulatory standards (Housing Ombudsman Code desirable)

* Excellent communication skills, with the ability to manage sensitive and complex situations

* Strong analytical and investigative skills, with the ability to identify trends and root causes

* Ability to manage multiple cases and work independently in a fast-paced environment

* Strong organisational and IT skills, including experience with CRM or housing systems

* A proactive and solutions-focused approach with a commitment to delivering excellent customer service

Apply