Job title - Complaint Officer
Location - London W6
Contract - Temp Ongoing
Start Date: Asap
Salary: £24.78 Umbrella p/h

Service Care Solutions are looking for a Complaint Officer to join our clients team in London.

You will be responsible for coordination and effective management of the company complaint processes.



Key Responsibilities:

• Supervise the effective management and documentation of complaints within the complaints database, conducting routine inspections of recorded cases and providing feedback for necessary enhancements.


• Collaborate with the Housing Ombudsman Service (HOS) regarding cases, furnishing requested information and coordinating with managers for data provision.


• Generate complaints data for operational managers and directors to foster learning and improvement, including the reporting of review outcomes and Housing Ombudsman inquiries.


• Manage the recruitment and establishment of a pool of independent reviewers and managers, overseeing recruitment processes, training, and ongoing support.


• Contribute to enhancing complaint responses and handling by conducting regular quality assurance audits on correspondence, follow-ups, and adherence to timelines.


• Ensure the Customer Experience Manager and relevant operational managers are informed of any complaints posing potential risks to overall customer service, regulatory compliance, or reputation.

Desirable Experience:

• Experience within Social Housing.


• Experience in complaints.

If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at arran.fitchie@servicecare.org.uk