Job Purpose Complaints Officer

To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsman’s Complaint Handling Code.
You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.
Key Accountabilities Complaints Officer1. Case Management & Resolution Complaints Officer
*Complaints Officer Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.
*Complaints Officer Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.
*Complaints Officer Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsman’s Guidance on Remedies to ensure fair and consistent compensation.
*Complaints Officer Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.