Oct

20

Complaints /Resolution Officer (Housing Solutions)

October 20, 2025 | Comments Off on Complaints /Resolution Officer (Housing Solutions)

Housing Complaints / Resolutions Officer Role

Housing Solutions

Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries

City of London

Hybrid Working Perm Role - 1 /2 days a week in the office

  • Stage 2 Complaints

£28ph Umbrella

3 month contract to start ASAP - extension possible

We have a fantastic new job opportunity for a Stage 2 Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills.

Working as the Stage 2 Complaints Investigator / Escalation Caseworker you will be part of a dedicated Complaints division and will be tasked with investigating and resolving all Stage 2 complaints, in a fair & impartial manner.

As the Stage 2 Complaints Investigator / Escalation Caseworker you will have a sound understanding of the regulatory timescales, and deadlines, associated with complex complaint resolution, and will be required to take case ownership (until resolution) and conduct a comprehensive investigation, using all available information and documentation, including leading case reviews of the complaint process at Stage 1.

DUTIES

Your duties as a Stage 2 Complaints Investigator / Escalation Caseworker will include:

  • Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to the service standards and meeting the diverse needs of the customer
  • Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, understanding that Stage 2 is the final stage for resolution
  • Acknowledge and resolve complaints by leading on high quality responses
  • Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress

Key skills:

Handling large case loads

Liaising with Solicitors/Contractor's

Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.

Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.

Take responsibility for your own learning and development

Excellent PC skills including Microsoft Word and Excel

Excellent verbal and writing skills

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