- Salary
- £253.2/day
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
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About Us
At
Civic Recruitment and Limited, we know that individuals are more than
just fixed expenses; they are the cornerstone of every thriving
organisation. That’s why we are passionate about transforming
recruitment in the public and private sectors.
Job Description
6 months contract with a local authority
Rate: £253.23 per
day umbrella
The main hours of work are 37 hours per week, Monday to
Friday (7.24 hours per day). There must be at least a 30 min lunch. The role is
hybrid.
Job Purpose
The Housing
Complaints Officer will play a key role in supporting a resident-focused and
transparent approach to complaints handling within the Housing Service. The
postholder will be responsible for managing and investigating Stage 1 housing
complaints, ensuring that concerns are addressed fairly, professionally, and in
accordance with relevant legislation, policies, and best practice.
Key Duties/Accountabilities
Manage all aspects of Stage 1 complaints relating to the
Housing Service from receipt through to resolution.
Act as the single point of contact for complainants
throughout the complaints process, ensuring clear, timely, and professional
communication.
Support and advocate for complainants to achieve the most
appropriate and effective resolution to their concerns.
Investigate complaints thoroughly, impartially, and in line
with relevant legislation, policies, procedures, and statutory requirements.
Gather and evaluate information from multiple sources to
establish facts and determine findings.
Liaise with Housing Services teams, Corporate Complaints
teams, and other stakeholders to resolve complaints effectively.
Essential Experience Required
Experience handling customer complaints, investigations, or
case management within a housing, local authority, public sector, or customer
service environment.
Experience investigating complex cases and producing
detailed written responses and reports.
Experience managing sensitive situations and dealing with
difficult or dissatisfied customers.
Essential Qualifications Required
Educated to GCSE
level (or equivalent), including English and Mathematics.
Relevant
qualification in Housing, Customer Service, Public Administration, Business
Administration, or a related discipline, or equivalent demonstrable experience.
Commitment to
undertaking relevant professional development and training.
Additional information to note
Working hours: 37 hours per week
The main hours of work are 37 hours per week, Monday to
Friday (7.24 hours per day). There must be at least a 30 min lunch.
The role is hybrid.
We work on bi weekly payment schedule.
The role closes on 2nd October 2026, apply
ASAP.