Complaints Officer Housing

CRA GROUP RECRUITMENT AND PAYROLL LTD

Job Location:

Nottinghamshire - UK

Monthly Salary: £ 32 - 32

Experience Required: 1-3years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

6 months contract with a Local Authority

Job Summary:

Ashfield District Council is seeking an experienced Complaints Officer (Housing) to join the Housing Management team on a temporary basis.

The successful candidate will be responsible for managing and responding to housing-related complaints in accordance with the Housing Ombudsman Services Complaint Handling Code and the Councils internal procedures.

This role involves investigating drafting responses maintaining accurate records and supporting service improvements through complaint learning outcomes.

Key Duties/Accountabilities (Sample):

Collate and review information relating to expressions of dissatisfaction and formal complaints.

Acknowledge complaints in writing and ensure responses are handled within agreed timescales.

Draft complaint responses and investigation notes in line with Council policy and the Housing Ombudsman Code.

Support the preparation of complaint documentation for submission to the Housing Ombudsman Service.

Maintain accurate and up-to-date complaint records and data logs.

Assist with the implementation of complaint learning outcomes recommendations and service improvements.

Work collaboratively with housing teams and other departments to resolve complaints effectively.

Ensure all information is handled confidentially and in compliance with data protection and Council standards.

Skills/Experience:

Proven experience in complaint handling or case management ideally within social housing or local government.

Good understanding of the Housing Ombudsman Services Complaint Handling Code.

Strong written and verbal communication skills with the ability to produce clear professional correspondence.

Excellent analytical problem-solving and investigation skills.

Proficient in Microsoft Office applications and confident using housing management or CRM systems.

Ability to manage a busy workload prioritise tasks and meet deadlines.

Strong attention to detail and commitment to accuracy in record-keeping.

Ability to handle sensitive issues with discretion and professionalism.

Team player with a proactive and customer-focused approach.

Additional Information:

The closing date: 14/11/2025.

Location: Ashfield District Council Urban Road Kirkby in Ashfield Nottinghamshire NG17 8DA.

Hours: 37 hours per week Monday to Friday (flexible hours between 8:00 am and 5:00 pm).

Required Skills:

Proven experience in complaint handling or case management ideally within social housing or local government. Good understanding of the Housing Ombudsman Services Complaint Handling Code. Strong written and verbal communication skills with the ability to produce clear professional correspondence. Excellent analytical problem-solving and investigation skills. Proficient in Microsoft Office applications and confident using housing management or CRM systems. Ability to manage a busy workload prioritise tasks and meet deadlines. Strong attention to detail and commitment to accuracy in record-keeping. Ability to handle sensitive issues with discretion and professionalism. Team player with a proactive and customer-focused approach.

6 months contract with a Local Authority Job Summary: Ashfield District Council is seeking an experienced Complaints Officer (Housing) to join the Housing Management team on a temporary basis. The successful candidate will be responsible for managing and responding to housing-related complaints in a...