3 months contract with a local authority

Job Purpose

• The Complaint Lead is responsible for delivering a high‑quality complaints experience in line with regulatory standards, including the Housing Ombudsman Code. The role ensures that all complaints are investigated thoroughly, responded to promptly, and resolved in a customer‑focused and compliant manner.
  

Key Duties/Accountabilities

• Deliver a high‑quality complaints service in line with the Housing Ombudsman’s Code and regulatory requirements.
  
• Review, investigate and respond to all customer concerns in a positive, helpful and solution‑focused manner.
  
• Manage a full range of case types, including service requests, Stage 1 and Stage 2 complaints, Ombudsman enquiries, MP and Councillor enquiries.
  
• Tailor responses and support to meet the diverse needs of residents, including vulnerable customers or those facing challenging circumstances.
  
• Manage customer expectations clearly and professionally, providing alternative solutions where possible.
  
• Draft clear, accurate and thorough responses to the Housing Ombudsman Service.
  

Essential Experience Required

• Experience assisting customers across multiple communication channels such as telephone and email.
  
• Experience working in a busy customer‑facing environment managing a variety of enquiries.
  

Essential Qualifications Required

• Training or certification in customer service, complaint handling, housing management, or related fields.
  

Additional information to note

• Working hours: 35 hours per week
  
• Building 1092, Gallery Drive, Kent Science Park, Sittingbourne, Kent, ME9 8GA, United Kingdom 
  
• Work pattern - Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option
  
• We work on Bi weekly payment schedule
  

The role closes on 10^th April 2026, apply ASAP.