Regional Operations Officer

Location: Maidstone (Hybrid - predominantly home-based)
Pay Rate: £25.92 per hour (Umbrella)
Contract: Temporary

Job Overview

We are currently recruiting for an experienced Regional Operations Officer to join a housing provider based in Maidstone.

This is a predominantly home-based role, although the successful candidate must be flexible and willing to attend the office and carry out site visits when required.

The role will focus heavily on managing and resolving complaints within a housing environment, ensuring issues are investigated thoroughly, handled professionally and resolved within the required timescales.

Key Responsibilities

• Manage and investigate customer complaints within a social housing environment.

• Take ownership of complaints from initial receipt through to resolution.

• Ensure complaints are handled in line with relevant policies, procedures and regulatory requirements.

• Liaise with internal departments, contractors and external stakeholders to investigate issues and obtain responses.

• Prepare clear, detailed and accurate complaint responses.

• Identify recurring issues and trends, recommending improvements to service delivery.

• Ensure complaints are resolved within agreed timescales and service standards.

• Attend meetings, office visits and property visits when required.

• Provide updates on complaint progress and escalate complex or sensitive matters where necessary.

Essential Experience

• Previous experience in a complaints management role within Social Housing is essential.

• Strong understanding of housing-related complaints processes and procedures.

• Experience investigating and resolving complex customer complaints.

• Excellent written and verbal communication skills.

• Ability to manage a busy workload independently and prioritise effectively.

• Confident liaising with customers, contractors and internal stakeholders.

• Must be comfortable working remotely while remaining flexible to attend office and site visits when required.

Working Arrangements

• Predominantly working from home.

• Office and property visits required as and when necessary.

• Based around the Maidstone area.

Pay Rate: £25.92 per hour Umbrella.