Complaints Officer WCR 2

Who You Are

We are looking for an experienced Complaints Officer with a background in housing, repairs, or local authority services. The ideal candidate will be adept at managing high-volume caseloads, investigating complex complaints, and providing clear, professional written responses for fair and timely resolutions.

What the Job Involves

The successful candidate will be part of a busy Housing Repairs team in Westminster, responsible for:

• Investigating and resolving Stage 1 housing complaints in line with procedures.
• Serving as the main contact for residents throughout the complaints process.
• Preparing detailed written responses and maintaining complaint records.
• Gathering information to support complaint investigations and outcomes.
• Monitoring complaint outcomes, identifying trends, and initiating service improvements.
• Collaborating with internal stakeholders to ensure effective resolutions.
• Implementing lessons learned to enhance service delivery.

Skills

• Complaint investigation and resolution expertise
• Strong report-writing and communication skills
• Case management proficiency and ability to meet deadlines
• Customer service and stakeholder management
• Organisational skills for prioritising workloads
• Experience with Microsoft Office, particularly Excel
• Attention to detail and accuracy under pressure
• Problem-solving and service improvement orientation