Civic Recruitment Limited
Temporary Housing Complaints Officer
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6 months contract with a local authority
Rate: £253.23 per day umbrella
The main hours of work are 37 hours per week, Monday to Friday (7.24 hours per day). There must be at least a 30 min lunch. The role is hybrid.
Job Purpose
The Housing Complaints Officer will play a key role in supporting a resident-focused and transparent approach to complaints handling within the Housing Service. The postholder will be responsible for managing and investigating Stage 1 housing complaints, ensuring that concerns are addressed fairly, professionally, and in accordance with relevant legislation, policies, and best practice.
Key Duties/Accountabilities
- Manage all aspects of Stage 1 complaints relating to the Housing Service from receipt through to resolution.
- Act as the single point of contact for complainants throughout the complaints process, ensuring clear, timely, and professional communication.
- Support and advocate for complainants to achieve the most appropriate and effective resolution to their concerns.
- Investigate complaints thoroughly, impartially, and in line with relevant legislation, policies, procedures, and statutory requirements.
- Gather and evaluate information from multiple sources to establish facts and determine findings.
- Liaise with Housing Services teams, Corporate Complaints teams, and other stakeholders to resolve complaints effectively.
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Essential Experience Required
- Experience handling customer complaints, investigations, or case management within a housing, local authority, public sector, or customer service environment.
- Experience investigating complex cases and producing detailed written responses and reports.
- Experience managing sensitive situations and dealing with difficult or dissatisfied customers.
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Essential Qualifications Required
- Educated to GCSE level (or equivalent), including English and Mathematics.
- Relevant qualification in Housing, Customer Service, Public Administration, Business Administration, or a related discipline, or equivalent demonstrable experience.
- Commitment to undertaking relevant professional development and training.
Additional information to note
- Working hours: 37 hours per week
- The main hours of work are 37 hours per week, Monday to Friday (7.24 hours per day). There must be at least a 30 min lunch.
- The role is hybrid.
- We work on bi-weekly payment schedule.
- The role closes on 2nd October 2026, apply ASAP.
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