Complaints Officer

We are currently recruiting for a Complaints Officer (Stage Two) to join a high-performing, customer-focused team on an initial 12-week temporary assignment, with the potential for extension.

The role is full-time or part-time (flexible working considered), based onsite in the Coventry area, working Monday to Friday between 9:00am – 5:00pm, paying £15.27 per hour.

As a Complaints Officer, you will take ownership of complex stage two complaints, ensuring fair and reasonable outcomes for customers while working within regulatory frameworks and delivering excellent service standards in a fast-paced housing environment. 

Key Responsibilities of the Complaints Officer:

• Manage a high-volume caseload of stage two complaints from investigation through to resolution
• Liaise with customers, internal teams, and external stakeholders to gather information and resolve cases effectively
• Ensure all complaints are handled in line with Housing Ombudsman guidelines and internal policies
• Deliver clear, high-quality written responses, including final response letters and outcomes
• Maintain accurate records and case management notes with a strong audit trail
• Monitor performance against KPIs and quality standards
• Identify risks and prevent unnecessary escalations through early resolution
• Handle complaints across multiple channels including email, phone, social media, and written correspondence 

What We’re Looking For in a Complaints Officer:

• Experience handling high-volume complaints within a regulated environment (essential) 
• Strong understanding of complaint handling processes and regulatory requirements
• Excellent written and verbal communication skills, with the ability to manage sensitive situations
• Strong organisational skills with the ability to prioritise workload effectively
• Experience building relationships with a wide range of stakeholders
• High attention to detail and strong problem-solving abilities

Desirable:

• Experience within housing, social housing, or a similar sector
• Multi-channel customer service experience (phone, email, social media) 

Why Apply for the Complaints Officer Role?

• Immediate start
• Full-time or part-time hours available (Mon–Fri, flexible within 9am–5pm)
• £15.27 per hour
• Potential for extension
• Opportunity to gain experience within a reputable organisation
• Work as part of a driven, results-focused and supportive team

For more information on the Complaints Officer role, contact Reiss on 01217 050077 or email reiss@kateandco.com. If unsuccessful, your CV will be kept on file for future opportunities.