Housing Complaints Officer

🔒 Confidential Employer
Posted 24 April 2026
LOCATION
Nottinghamshire
TYPE
Contract
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Complaints Handling Customer Resolution Written Communication Case Management Customer Service Communication Skills

FULL DESCRIPTION

We’re working with a public-sector housing provider who urgently requires a Housing Complaints Handler to support their team during a period of high complaint volumes. This is a hands-on role where you’ll take ownership of stage 1 housing complaints from start to finish, helping to ensure residents receive timely, fair, and high-quality responses. You’ll be working closely with internal teams—particularly repairs and contractors—to investigate issues and drive resolutions. You’ll join a supportive team environment, working alongside an existing coordinator to help manage caseloads and improve overall service delivery.

Key Responsibilities of a Housing Complaints Officer

  • Manage stage 1 complaints end-to-end, from initial receipt through to resolution
  • Monitor the complaints inbox and case management system (CRM)
  • Contact residents to clarify concerns and manage expectations
  • Investigate complaints by liaising with internal teams (e.g. repairs, contractors)
  • Draft and issue formal written responses within agreed timescales
  • Ensure all cases are accurately recorded, tracked, and updated
  • Process compensation claims where appropriate
  • Escalate or route staff-related concerns to relevant managers
  • Provide follow-up support where needed after case closure
  • Identify and flag recurring issues or trends to management

About You

We’re looking for someone who is confident, organised, and customer-focused, with strong experience in handling complaints.

  • Proven experience in complaints handling or customer resolution (any sector considered)
  • Confident speaking to customers on the phone with empathy and professionalism
  • Strong written communication skills with the ability to handle sensitive situations
  • Able to manage multiple cases and meet deadlines
  • Comfortable investigating issues and working with different stakeholders
  • Good attention to detail and record-keeping skills
  • Able to remain calm and effective when dealing with challenging situations

*Knowledge of housing or the Complaint Handling Code is helpful but not essential.*

What’s on Offer: Housing Complaints Handler

  • Immediate start with a fast interview process
  • Hybrid working (typically 3 days from home, with some flexibility)
  • Opportunity to gain experience within a regulated housing environment
  • Potential for a longer-term opportunity (FTC or permanent)

If this Housing Complaints Handler role is of interest please apply or contact [contact hidden]

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