Housing Complaints Officer

A housing association is currently looking for a Housing Complaints Officer for about 3-4 months on a temporary basis.

Key responsibilities are as follows

Oversee the management and effective recording of complaints on the complaints database, carrying out regular checks of cases being captured and feeding back where improvements are required

Liaise with the Housing Ombudsman Service (HOS) on cases, providing information requested and liaising with the managers providing the data

Produce complaints data for operational managers and directors which encourage and evidence learning and improvement, including reporting on outcomes of reviews and Housing Ombudsman enquiries

Responsible for recruitment of and generating a pool of independent reviewers and independent managers, including recruitment, training, and supporting them.

Assist in driving improvement in complaint responses and handling through regular quality assurance audits of letters, follow ups and timescales being kept

Ensure the Customer Experience Manager and relevant operational managers are made aware of any complaints that could be potential risks to overall customer service, regulatory compliance, or reputation

Track those residents who are in touch with the HoS, even if not formally, to allow operational teams to have visibility of the risk

Responsible for dissemination of HoS determination; providing feedback from HoS, in a standardised format for all determinations for circulation/communication. Working collaboratively to identify learning

Develop and manage a library of HoS outcomes and determinations - themes, trends, actions etc

Proactively identifying satisfaction quality issues, independently reviewing quality of complaint handling on a sample of cases, and offering relevant feedback or insight to managers of the operational businesses

Provide ad hoc consultancy, advice, and support to operational teams as they respond to complaints and duly made cases, in particular with more complex or high risk cases

Liaise and maintain relationships with relevant external organisations and partnerships with a view to promoting the company as a good practice landlord.

Maintain high quality data, reviewing approach to data management as needed

This role pays £20.76 PAYE or £27.30 Umbrella

Essential requirements

Experience and knowledge of the affordable housing sector and the regulatory environment in which it operates

Experience of working in a customer focussed environment

Experience of working in a regulated environment and managing risk. Using different data sources to identify risks and opportunities

Experience of working in a service recovery/complaint environment

Must be immediately availability or on short notice .