kent housing association jobs

Complaint Resolution Officer (FTC – 12 Months)

Homes in Somerset
£34,811 – £37,563 per annum
Full Time | Fixed Term Contract (12 Months)

Role Purpose

To deliver high-quality, tenant focused complaint investigations that resolve concerns at the earliest opportunity, improve trust, and minimise escalation to Stage 2 and external scrutiny.

The Complaints Resolution Officer will act as an impartial investigator, undertaking thorough and evidence-based investigations into Stage 1 complaints across all housing services. The postholder will identify service failures, determine appropriate remedies, ensure compliance with regulatory and policy requirements, and drive learning and service improvement.

The role plays a critical part in supporting organisational compliance with the Housing Ombudsman's Complaint Handling Code, the Regulator of Social Housing Consumer Standards, and the organisation's commitment to delivering accountable, transparent and resident-centred services.

Success in the role will be measured not only by complaint handling timescales, but by the quality of investigations, effectiveness of resolutions, reduction in escalations, delivery of learning outcomes and improvement in tenant satisfaction

You will:

· Manage Stage 1 housing complaints from receipt through to resolution, undertaking fair, thorough and impartial investigations in line with the Complaints Policy, Housing Ombudsman Complaint Handling Code and regulatory requirements.

· Assess complaint eligibility, determine appropriate remedies and deliver clear, evidence-based outcomes, ensuring customers receive a consistent and customer-focused experience.

· Build effective relationships with residents, colleagues and stakeholders, keeping all parties informed throughout the complaint journey and managing sensitive or challenging conversations with professionalism and empathy.

· Maintain accurate complaint records, monitor performance against timescales and quality standards, and ensure all statutory, regulatory and organisational requirements are met.

· Identify learning, trends and service improvement opportunities arising from complaints, working with operational teams to support implementation and improve customer outcomes.

· Support the management of Housing Ombudsman investigations, ensuring information is provided accurately and within required deadlines to minimise regulatory risk.

· Contribute to the continuous development of the complaints service and provide support and cover for colleagues as required

· Support the Complaints Resolution Specialist when required in dealing with Stage 2 Complaints.

What you will bring:

You will bring significant experience in complaints management, customer resolution and service improvement within a regulated environment, together with a strong understanding of complaint handling best practice, governance requirements and the importance of delivering fair customer outcomes. You will have a proven ability to use complaint data, customer feedback and insight to identify trends, uncover root causes and drive meaningful organisational learning. You will be comfortable working with complex and sensitive issues, balancing customer needs, regulatory expectations and business priorities to achieve positive outcomes. You will possess excellent analytical and communication skills, with the ability to translate data into actionable recommendations and present findings clearly to senior leaders. Most importantly, you will be passionate about championing the customer voice, embedding a culture of continuous improvement and ensuring learning from complaints is used to improve services, strengthen customer experience and reduce the likelihood of future issues Knowledge, Skills and Experience

Essential

· Up to date knowledge and expertise in the operational aspects of housing management.

· Good understanding of the regulatory framework for social housing and housing related legislation

· Ability to analyse, feedback trends, data and prepare detailed reports for senior managers and members.

· Ability to work with minimal supervision, possess effective workload and time management skills. Able to work to competing deadlines and see this through to completion.

· Working knowledge of safeguarding and vulnerability considerations

Desirable

• Understanding of compensation and remedies frameworks

• Awareness of regulatory consumer standards within social housing

Experience

Essential

• Have experience in housing management or a similar customer facing role

• Be robust and confident in decision making

• Experience of independently managing complex customer cases from investigation through to resolution

• Experience of handling difficult conversations and challenging customer interactions

• Experience of analysing evidence and producing detailed written findings

• Good understanding of data protection procedures and the need for data quality

• Educated to GCSE Level in 5 subjects at Level 4/C or above including English and Maths

Desirable

• Experience of investigating complaints in a social housing, local authority or similar (regulated) environment that provides complex services.

• Experience of corporate working within a large and complex organisation, and of working with external partners and customers

• Knowledge of the regulation of social housing, the Housing Ombudsman Complaint Handling Code, legislation and practices

• CIH level 3 (or working towards)

Skills

Essential

• Ability to undertake detailed investigations and research. Being able to “see the bigger picture”

• Excellent communication and influencing skills, including presentation skills. The ability to explain complex issues to audiences in an accessible way.

· Ability to liaise with customers, staff, managers and Members across the organisation and external partners.

• Excellent written communication – able to explain how decisions have been reached in plain English, concisely. Able to deliver complex and emotive information in writing.

• Be well organised and methodical, being able to keep good electronic and paper records and having sound information management, analysis and interpretation skills

• Good negotiating skills and the ability to develop effective working relationships, both internally and externally. Demonstrating a pragmatic and flexible approach to collaboration and teamwork

• Ability to work well under pressure to meet strict deadlines. To work on own initiative, managing a workload with conflicting priorities, with minimal supervision.

• Ability to speak fluent English as stated in Part 7 of the Immigration Act (2016)

Apply on our website – hurry, the closing date is Sunday 15 November 2026

Pay: £34,811.00-£37,563.00 per year

Work Location: Hybrid remote in Bridgwater TA6