Complaints Officer

Complaints Officer (Interim) London 

3‑month contract 

£28–£30 per hour 

If you’re passionate about fairness, great customer experience, and making sure residents feel genuinely heard, this interim role offers the chance to make a real impact in a busy, resident‑focused housing environment.

We’re supporting a London‑based housing organisation to recruit an experienced Complaints Officer for a 3‑month contract. You’ll take the lead on managing and resolving complaints, driving service improvements, and ensuring responses meet regulatory standards — including the Housing Ombudsman’s Complaint Handling Code.

This is an ideal opportunity for someone who thrives in a fast‑paced, people‑centred setting and can bring clarity, empathy, and professionalism to complex cases.

The Role

As the organisation’s dedicated complaints lead, you will:

• Manage and investigate Stage 1 complaints, ensuring timely, high‑quality responses.
• Coordinate Housing Ombudsman referrals and provide clear, well‑reasoned written outcomes.
• Engage sensitively with residents, including those in vulnerable situations, ensuring they feel listened to and respected.
• Maintain accurate casework records, logs, and performance data.
• Recommend compensation or service‑failure payments in line with policy.
• Support wider service improvement by analysing trends, identifying risks, and working with teams to embed learning.
• Handle MP/member enquiries and statutory information requests (FOI, EIR, DPR).
• Promote a positive complaints culture focused on early resolution and transparency.

About You

We’re looking for someone who brings:

• Strong experience handling complaints in housing, public services, or a regulatory environment.
• Excellent written communication — clear, empathetic, and confident in drafting formal responses.
• A calm, professional approach when dealing with sensitive or challenging situations.
• Solid understanding of complaint handling best practice, data protection, and the Housing Ombudsman Code.
• Ability to manage a varied caseload and meet tight deadlines.
• Confidence using case management systems and Microsoft Office.
• A proactive, solutions‑focused mindset with a commitment to continuous improvement.
• Experience supporting colleagues or contributing to service improvement projects.

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business.