Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in South Manchester. The role is on an initial 6-month temporary contract, likely to be extended. The hourly rate is £24 - £32 per hour via umbrella agency and offers flexible hybrid working.
The role:
· Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation, primarily repairs
· Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
· Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
· Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
· Ensure all actions and interventions are recorded within the Case Management System
What you need:
· Experience of working in complaint handling, preferably within social housing
· Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
· Good verbal and written communication skills
Pay: £24.00-£32.00 per hour
Benefits:
- Flexitime
- Free parking
- On-site parking
- Work from home
Work Location: Hybrid remote in Manchester M20 2GE
