Complaints Officer

Job Title: Complaints Officer
Salary: £22 to £24 per hour
Contract: 3 month temporary
Location: Waterloo, London
Sector: Social Housing

Are you an experienced Complaints Officer with a background in Social Housing?

We're working with a well-respected local authority based in the Waterloo, London area who is looking for a dedicated professional to join their team on a temporary 3 month basis.

About the Role

As a Complaints Officer, you will play a key role in ensuring residents receive a high-quality service by effectively managing and resolving formal complaints. You'll work closely with internal teams and residents to deliver fair, transparent, and timely outcomes in line with Housing Ombudsman guidelines.

Key Responsibilities

• Manage and investigate stage 2 complaints in line with policy and procedure

• Liaise with residents, contractors, and internal departments to gather information and agree resolutions

• Draft detailed and accurate written responses within required timeframes

• Identify recurring issues and work with teams to implement service improvements

• Ensure all cases are logged and tracked accurately on the internal system

• Support the delivery of a customer-focused complaints process that promotes learning and accountability