Complaints Review Officer

Spencer Clarke Group are seeking a Complaints Review Officer for a Local Authority Client in East London.

In this role, you will investigate Stage 2 complaints, ensure Housing Ombudsman compliance, and deliver fair, high-quality responses to residents.

Duties:

• Handle complex Stage 1 and 2 complaints, high-profile member enquiries, and ombudsman cases, drafting professional responses and monitoring outcomes.
• Monitor actions, track performance against the Housing Ombudsman Code, and produce timely reports for managers and stakeholders.
• Identify lessons learned from complaints, provide guidance to staff, and embed improvements into policies and procedures.
• Keep residents informed throughout the complaint process and support Freedom of Information and Subject Access Requests.

Qualifications and Experience:

The successful candidate will have the following skills / experience:

• Experience managing and resolving multifaceted complaints in a high-pressure environment.
• Skilled at diplomatically challenging colleagues and collaborating across teams to achieve the best outcomes.
• Familiarity with social housing services, the Housing Ombudsman Complaint Handling Code, and relevant regulations.
• Proven ability to gather information and draft clear, high-quality responses for residents and regulatory bodies.

What's on offer:

Salary: £32ph

*may negotiate higher for exceptional candidates, based on experience*

Contract type: 3-6 months minimum, with a high likelihood of extension

Hours: Monday to Friday, 35 hours per week

How to apply:

• Once your CV is received, if you are successful, you will be contacted.
• Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
• For any further questions, please contact Taylor Kirkham on 01772 954200.

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