Job Description
Job Title: Complaints & Learning Officer (Housing)
Day Rate: 350
Contract: Interim / Contract
Location: Newham (Hybrid)
Are you passionate about enhancing resident experiences? Our client is on the lookout for a dynamic Complaints & Learning Officer to lead the charge in transforming complaints into actionable insights and real service improvements within the Housing Landlord Service!
About the Role:
As the Complaints & Learning Officer, you'll play a pivotal role in ensuring our client meets the Housing Ombudsman Complaint Handling Code. Your mission? To utilise complaints data to address recurring issues: such as damp & mould, repairs delays, and communication gaps, while making a tangible impact on resident satisfaction.
Key Responsibilities:
- Housing Ombudsman Code Compliance
- Ensure processes align with the Housing Ombudsman Complaint Handling Code.
- Maintain clear definitions, time-frames, and escalation routes.
- Lead annual self-assessments and monitor improvement actions. - Turning Complaints Insight into Action
- Analyse complaints data to identify trends and root causes.
- Produce monthly "Learning from Complaints" reports.
- Collaborate with Service Leads to implement practical actions. - Operational & Case Support
- Support complex complaints, including damp & mould cases.
- Coordinate multidisciplinary responses for swift resolutions. - Resident Voice & Communication
- Support resident panels and ensure feedback mechanisms are effective.
- Deliver timely, clear, and empathetic complaint responses.
Essential Skills & Experience:
- Strong background in handling complaints in social housing or public sector.
- Solid analytical skills to convert data into actionable insights.
- Excellent communication skills with a calm and empathetic approach.
- Understanding of Housing Ombudsman investigations.
Ready to make a difference? Join our client in this highly visible role and help shape a culture where resident feedback drives continuous improvement! Apply now to embark on a fulfilling journey to enhance housing services!
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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