We are currently recruiting on behalf of our client, a social housing provider based in South West London for two Complaints Advisors on a permanent basis. This role is 36 hours per week (Mon-Thu 9am – 5.15pm, Fri–9am – 5pm), and offer hybrid working (3 days in office 2 days work from home). Candidates must have experience of dealing with stage 1 and 2 complaints and the housing ombudsman. Below are the details for the position: What You’ll Do: Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy Raise safeguarding concerns where necessary Resolve complaints and avoid escalation to stage 2 by working with senior stakeholders cross the whole business and ensuring the customer is happy with the outcome Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for Review Work with other teams, taking ownership to respond to enquiries from Councillors, MPs and the Housing Ombudsman within agreed timescales, with the support of the Complaints and Complex Case Manager Identify any trends within the complaints process and raise these with the Complaints and Complex Case Manager to prevent further complaints and service failure Make sure a thorough audit trail of each complaint case is available and updated on CRM, in line with the Housing Ombudsman guidelines