Complaint Investigator LBS-010 (Housing)

Who You Are

To be considered for this role you will have significant experience dealing with a range of complex complaints, with the ability to identify and implement suitable resolutions. You will have a deep understanding of statutory requirements and relevant legislation, including the Housing Ombudsman’s Complaints Handling Code and the Social Housing Regulation Act 2023.

You will be an excellent communicator, both written and verbal, with the ability to present detailed reports to senior management, recommending strategic improvements. Strong organisational skills and a proactive approach to problem-solving are key, along with the ability to work under pressure and meet tight deadlines.

Strong organisational skills are critical, which will enable you to prioritise tasks effectively, meet deadlines, and handle high-pressure situations. You will also be able to demonstrate high level of attention to detail, and the ability to handle sensitive information with confidentiality.

What the job involves

As a Housing Complex Complaints Officer, you will support the Housing Complaints Manager in delivering a high-quality complaints service, investigating, and resolving stage one complaints across the Housing Department.

You will take responsibility for analysing complex complaints, identifying root causes, and recommending service improvements, while ensuring timely and fair resolutions that meet both the Council’s and Ombudsman’s expectations. Additionally, you will prepare detailed reports on key trends, lessons learned, and corrective actions for senior management, helping to drive continuous improvement across the service.

The role will also involve building strong working relationships with internal and external stakeholders, ensuring complaints are handled efficiently and with integrity. You will oversee the complaints database, ensuring it is fit for purpose, while also delivering training and guidance for colleagues.

Ultimately, this role will support the delivery of a resident focused service, making a real difference to the community.

Skills

• Complex complaints resolution
• Statutory compliance
• Report presentation
• Strong communication skills
• Organisational skills
• Problem-solving
• Attention to detail
• Handling sensitive information