6 months contract with a local authority

 Rate: £253.23 per day umbrella

The main hours of work are 37 hours per week, Monday to Friday (7.24 hours per day). There must be at least a 30 min lunch. The role is hybrid.

Job Purpose

The Housing Complaints Officer will play a key role in supporting a resident-focused and transparent approach to complaints handling within the Housing Service. The postholder will be responsible for managing and investigating Stage 1 housing complaints, ensuring that concerns are addressed fairly, professionally, and in accordance with relevant legislation, policies, and best practice.

Key Duties/Accountabilities

Manage all aspects of Stage 1 complaints relating to the Housing Service from receipt through to resolution.

Act as the single point of contact for complainants throughout the complaints process, ensuring clear, timely, and professional communication.

Support and advocate for complainants to achieve the most appropriate and effective resolution to their concerns.

Investigate complaints thoroughly, impartially, and in line with relevant legislation, policies, procedures, and statutory requirements.

Gather and evaluate information from multiple sources to establish facts and determine findings.

Liaise with Housing Services teams, Corporate Complaints teams, and other stakeholders to resolve complaints effectively.

Essential Experience Required

Experience handling customer complaints, investigations, or case management within a housing, local authority, public sector, or customer service environment.

Experience investigating complex cases and producing detailed written responses and reports.

Experience managing sensitive situations and dealing with difficult or dissatisfied customers.

Essential Qualifications Required

Educated to GCSE level (or equivalent), including English and Mathematics.

Relevant qualification in Housing, Customer Service, Public Administration, Business Administration, or a related discipline, or equivalent demonstrable experience.

Commitment to undertaking relevant professional development and training.

Additional information to note

Working hours: 37 hours per week

The main hours of work are 37 hours per week, Monday to Friday (7.24 hours per day). There must be at least a 30 min lunch.

The role is hybrid.

We work on bi weekly payment schedule.

The role closes on 2^nd October 2026, apply ASAP.