Stage 1 Complaints Officer

About the Role

We are seeking experienced Complaints Officers to join a busy Social Housing team within a West Midlands local authority. You will be responsible for managing and responding to Stage 1 complaints, ensuring timely, accurate, and customer-focused resolutions in line with statutory and internal policies.

Key Responsibilities

• Handle Stage 1 complaints relating to social housing services.
• Investigate issues thoroughly and liaise with relevant departments to gather information.
• Draft clear, professional responses within agreed timescales.
• Maintain accurate records and update case management systems.
• Provide excellent customer service and ensure compliance with complaint handling standards.

Requirements

• Previous experience in complaints handling within social housing or local government.
• Strong written communication skills for drafting formal responses.
• Ability to manage caseloads and meet deadlines.
• Knowledge of housing legislation and complaint procedures is desirable.
• Proficient in IT systems and case management tools.

Working Arrangements

• Hybrid role: 3 days per week in the office, remainder remote.
• Full-time hours (37 per week).