Complaints Resolution Lead

Kent - UK

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

3 months contract with a local authority

Job Purpose

The Complaint Lead is responsible for delivering a highquality complaints experience in line with regulatory standards including the Housing Ombudsman Code. The role ensures that all complaints are investigated thoroughly responded to promptly and resolved in a customerfocused and compliant manner.

Key Duties/Accountabilities

Deliver a highquality complaints service in line with the Housing Ombudsmans Code and regulatory requirements.
Review investigate and respond to all customer concerns in a positive helpful and solutionfocused manner.
Manage a full range of case types including service requests Stage 1 and Stage 2 complaints Ombudsman enquiries MP and Councillor enquiries.
Tailor responses and support to meet the diverse needs of residents including vulnerable customers or those facing challenging circumstances.
Manage customer expectations clearly and professionally providing alternative solutions where possible.
Draft clear accurate and thorough responses to the Housing Ombudsman Service.

Essential Experience Required

Experience assisting customers across multiple communication channels such as telephone and email.
Experience working in a busy customerfacing environment managing a variety of enquiries.

Essential Qualifications Required

Training or certification in customer service complaint handling housing management or related fields.

Additional information to note

Working hours: 35 hours per week
Building 1092 Gallery Drive Kent Science Park Sittingbourne Kent ME9 8GA United Kingdom
Work pattern - Hybrid for 2 days may be option based on training completion also working from the Croydon office can be an option
We work on Bi weekly payment schedule

The role closes on 10^th April 2026 apply ASAP.

Required Skills:

The Complaint Lead is responsible for delivering a highquality complaints experience in line with regulatory standards including the Housing Ombudsman Code. The role ensures that all complaints are investigated thoroughly responded to promptly and resolved in a customerfocused and compliant manner

Required Education:

3 months contract with a local authority Job PurposeThe Complaint Lead is responsible for delivering a highquality complaints experience in line with regulatory standards including the Housing Ombudsman Code. The role ensures that all complaints are investigated thoroughly responded to promptly and...