Service Care Solutions Ltd

Housing Complaint Officer

Job title - Housing Complaints Officer
Location -Farringdon EC1M (hybrid working 2 days from home)
Contract - Temp Ongoing
Hours - Full Time

The Role Summary
Our client is looking for a Property Services Complaints Officer to provide comprehensive and qualitative responses to the resolution of Customer Complaints service

Your key duties within the role will include:

  • The responsibility for investigating and responding to, complaints that have been allocated to you

  • Excellent organisational / case management skills, with experience of prioritising your own workload, ensuring that complaints, dissatisfaction, MP, Councillor or Executive enquires are responded to within required timescales.

  • To ensure all complaints and enquiries are dealt with in a professional manner.

  • Good interpersonal skills and the ability to remain calm and resilient in any difficult situation.

  • Proactively liaise with the complainant to keep them informed about progress and manage their expectations regarding a realistic outcome.

  • Having a structured, objective and transparent approach to how you make decisions, being able to assess situations and understand risk

  • Application of creative solutions to streamline and improve current processes

  • Providing support and participating in special project work as and when required

  • I can perform a variety of duties effectively, often changing from one task to another and can manage competing demands.

  • Providing a comprehensive response addressing all issues raised by the complainant.

  • Being financially capable of raising and monitoring compensation requests and recovering costs from contractor where necessary

  • Continuous learning to ensure best practice for complaint handling and resolution

  • To act upon feedback from the Service Improvement Team to improve complaint handling, resolution, and offers of redress

Key requirements

  • Knowledge of the housing sector

  • Awareness of the Housing Ombudsman code of practice

  • Understanding of Complaints policy and procedure

  • A logical, thorough, and analytical approach to problem solving

  • Excellent written communication skills - able to present and communicate in a clear, succinct, and compelling manner

  • Excellent interpersonal skills, demonstrates empathy with customers and avoids becoming defensive, passive, or aggressive when dealing with conflict.

  • Ability to manage customer expectations and be clear about what can and can't be done

  • Results oriented, works efficiently and accurately within set timescales

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to

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