We are seeking a highly skilled and experienced Stage 2 Complaints Officer to join the team on a temporary contract lasting 4-6 months. If you have a proven ability to handle complex investigations and are eager to hit the ground running in a dynamic environment, we want to hear from you.
About the Role
As a Stage 2 Complaints Officer, you will be responsible for managing escalated complaints, conducting thorough investigations, and ensuring timely and effective resolution in line with relevant policies and procedures. Some Stage 1 complaints experience is beneficial, but your primary focus will be on handling Stage 2 cases.
While housing experience is advantageous, the most critical factor is your ability to quickly adapt and deliver high-quality results with minimal supervision.
Key Responsibilities
* Investigate and resolve Stage 2 complaints in a professional, empathetic, and timely manner.
* Conduct detailed investigations, identifying root causes and recommending service improvements where necessary.
* Work collaboratively with internal teams to gather information and provide comprehensive responses.
* Ensure compliance with relevant legislation, policies, and procedures.
* Maintain accurate records of all complaint cases and actions taken.
About You
The ideal candidate will have:
* Proven experience in managing Stage 2 complaints and conducting complex investigations.
* A track record of resolving complaints effectively, with a strong focus on customer satisfaction and fairness.
* Excellent communication and interpersonal skills, with the ability to handle challenging situations professionally.
* Strong analytical skills and attention to detail.
* A proactive and adaptable approach, with the ability to work independently and manage a demanding caseload.
* Housing sector experience (desirable but not essential).
Your Contact
Molly Allen
Consultant | Office Support
Position Details
Location: South East England
Salary: £23-£26 per hour
Contract Type: Temporary (4-6 months)
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