Job Description
RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.
We are looking for a Customer Complaints and Insight Officer to join our housing client.
You will be based in Sutton - 3 days per week in office and 2 remote. This is a full time role working 36 hours per week.
3 month initial contract
125.21 per day PAYE
To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsman's Complaint Handling Code. You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.
Key Accountabilities
Case Management & Resolution
- Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.
- Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.
- Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsman's Guidance on Remedies to ensure fair and consistent compensation.
- Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.
Insight & Regulatory Compliance
- Compliance Leadership: Work with the Customer Experience Lead to ensure SHP meets the Housing Ombudsman Complaint Handling Code, providing the evidence required for robust annual self-assessments.
- Attention to Detail: Prepare thorough case files for the Ombudsman, ensuring 100% accuracy of information while interrogating cases files and Northgate NEC
- Sector Research: Review the Ombudsman's 'Spotlight on ' reports and other industry insights; collaborate with teams across SHP to benchmark our performance and embed
Experience
Stage 1 and stage 2 complaint investigations within a social housing or local government setting
Managing complex case files for the housing ombudsman
De-escalating conflict and negotiating resolutions
Knowledge of the housing ombudsman's complaints handling code and guidance on remedies
Northgate NEC desirable
Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful.
If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a "Refer A Friend" bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed!
Red Snapper Recruitment is a member of the Red Snapper Group.
The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.
The Red Snapper Recruitment Group is an equal opportunities employer.
