Complaints Officer South London Hybrid Working We are currently recruiting for an experienced Complaints Officer to join a customer-focused housing organisation in South London. This is an excellent opportunity for someone with strong customer service and complaint handling experience to play a key role in ensuring residents receive a professional, fair, and efficient complaints service in line with the Housing Ombudsman Complaint Handling Code. Key responsibilities include: Managing and administering formal complaints through a CRM system Monitoring complaint progress and ensuring deadlines are met Supporting managers with complaint responses and resolutions Maintaining accurate records, reports, and complaint trackers Liaising with residents, contractors, and internal departments Supporting Housing Ombudsman case management and evidence collation Assisting with complaints learning, service improvement initiatives, and customer engagement activities Producing reports and trend analysis relating to complaints and compensation The successful candidate will have: Previous experience within complaints, customer service, or housing environments Strong written and verbal communication skills Excellent organisational skills and attention to detail Experience using CRM systems and Microsoft Office packages Ability to manage workloads independently and work collaboratively within a team A proactive and customer-focused approach Housing sector experience and knowledge of the Housing Ombudsman Complaint Handling Code would be highly advantageous.
Jun 12, 2026
Seasonal
Complaints Officer South London Hybrid Working We are currently recruiting for an experienced Complaints Officer to join a customer-focused housing organisation in South London. This is an excellent opportunity for someone with strong customer service and complaint handling experience to play a key role in ensuring residents receive a professional, fair, and efficient complaints service in line with the Housing Ombudsman Complaint Handling Code. Key responsibilities include: Managing and administering formal complaints through a CRM system Monitoring complaint progress and ensuring deadlines are met Supporting managers with complaint responses and resolutions Maintaining accurate records, reports, and complaint trackers Liaising with residents, contractors, and internal departments Supporting Housing Ombudsman case management and evidence collation Assisting with complaints learning, service improvement initiatives, and customer engagement activities Producing reports and trend analysis relating to complaints and compensation The successful candidate will have: Previous experience within complaints, customer service, or housing environments Strong written and verbal communication skills Excellent organisational skills and attention to detail Experience using CRM systems and Microsoft Office packages Ability to manage workloads independently and work collaboratively within a team A proactive and customer-focused approach Housing sector experience and knowledge of the Housing Ombudsman Complaint Handling Code would be highly advantageous.
Job Type : Locality Officer Location: Thatcham, Berkshire Contract Type: Temporary Hours: 37 per week (Mon-Fri, 8:30am-5:00pm) Pay Rate: £15.55 per hour Start Date: 15 June 2026 End Date: 10 September 2026 About the role We are seeking a proactive and customer-focused Locality Officer (Housing) to deliver a high-quality housing management service across a mixed-tenure locality. You will play a key role in supporting safe and sustainable neighbourhoods, working directly with residents and partner agencies to resolve housing issues and improve community outcomes. This is a varied role requiring strong communication, problem-solving skills, and a commitment to delivering excellent customer service. Key responsibilities Manage a complex housing caseload and deliver timely, effective case resolutions Deal with housing management issues including ASB, tenancy breaches, fraud, safeguarding, and neighbourhood concerns Carry out estate inspections and support improvements to local housing environments Ensure compliance with housing legislation, policies, and landlord responsibilities Work proactively on health & safety and compliance matters Build strong relationships with residents, stakeholders, and partner agencies Contribute to improving customer satisfaction and service delivery What we're looking for Experience in housing management or a similar customer-facing housing role Strong case management and problem-solving ability Good understanding of housing issues and safeguarding (desirable) Excellent communication and interpersonal skills Ability to manage a busy workload and work independently Full UK driving licence and access to own vehicle (essential) Apply now Email: (url removed) Telephone: (phone number removed)
Jun 10, 2026
Contractor
Job Type : Locality Officer Location: Thatcham, Berkshire Contract Type: Temporary Hours: 37 per week (Mon-Fri, 8:30am-5:00pm) Pay Rate: £15.55 per hour Start Date: 15 June 2026 End Date: 10 September 2026 About the role We are seeking a proactive and customer-focused Locality Officer (Housing) to deliver a high-quality housing management service across a mixed-tenure locality. You will play a key role in supporting safe and sustainable neighbourhoods, working directly with residents and partner agencies to resolve housing issues and improve community outcomes. This is a varied role requiring strong communication, problem-solving skills, and a commitment to delivering excellent customer service. Key responsibilities Manage a complex housing caseload and deliver timely, effective case resolutions Deal with housing management issues including ASB, tenancy breaches, fraud, safeguarding, and neighbourhood concerns Carry out estate inspections and support improvements to local housing environments Ensure compliance with housing legislation, policies, and landlord responsibilities Work proactively on health & safety and compliance matters Build strong relationships with residents, stakeholders, and partner agencies Contribute to improving customer satisfaction and service delivery What we're looking for Experience in housing management or a similar customer-facing housing role Strong case management and problem-solving ability Good understanding of housing issues and safeguarding (desirable) Excellent communication and interpersonal skills Ability to manage a busy workload and work independently Full UK driving licence and access to own vehicle (essential) Apply now Email: (url removed) Telephone: (phone number removed)
Job Title: Housing Resolution Officer Location: North London Contract: 3 to 6 months ongoing contract, Full-time, 35 hours min per week Working Pattern: Hybrid (3 days WFH, 2 days in office after training) 22.01 per hour umbrella About the Role We are recruiting a Housing Resolution Officer to join a busy Customer Service Call Centre . This role is at the front line of supporting residents, answering a wide range of council-wide enquiries over the phone, with a particular focus on housing and repairs. This is a fast-paced environment where positivity, professionalism, and strong customer service skills are essential. Key Responsibilities Handle inbound calls from residents, resolving housing and council-wide enquiries. Provide high-quality customer service, ensuring every call is dealt with efficiently and professionally. Work to performance and quality standards in a busy call centre environment. Use housing systems (Northgate knowledge preferred but not essential). Accurately log calls and update case management systems. Promote a positive and proactive attitude in all resident interactions. Requirements Previous experience working in a call centre or customer service environment . Strong communication and customer service skills. Experience in housing repairs enquiries is highly desirable. Knowledge of Northgate Housing System preferred (or experience using similar housing systems). Ability to work in a fast-paced office environment , meeting KPIs and service targets. Training & Working Arrangements Comprehensive 2-week training programme (classroom-based and shadowing, both in office and at home). Flexible hybrid model after training: 3 days working from home, 2 days in office . PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.
Oct 06, 2025
Seasonal
Job Title: Housing Resolution Officer Location: North London Contract: 3 to 6 months ongoing contract, Full-time, 35 hours min per week Working Pattern: Hybrid (3 days WFH, 2 days in office after training) 22.01 per hour umbrella About the Role We are recruiting a Housing Resolution Officer to join a busy Customer Service Call Centre . This role is at the front line of supporting residents, answering a wide range of council-wide enquiries over the phone, with a particular focus on housing and repairs. This is a fast-paced environment where positivity, professionalism, and strong customer service skills are essential. Key Responsibilities Handle inbound calls from residents, resolving housing and council-wide enquiries. Provide high-quality customer service, ensuring every call is dealt with efficiently and professionally. Work to performance and quality standards in a busy call centre environment. Use housing systems (Northgate knowledge preferred but not essential). Accurately log calls and update case management systems. Promote a positive and proactive attitude in all resident interactions. Requirements Previous experience working in a call centre or customer service environment . Strong communication and customer service skills. Experience in housing repairs enquiries is highly desirable. Knowledge of Northgate Housing System preferred (or experience using similar housing systems). Ability to work in a fast-paced office environment , meeting KPIs and service targets. Training & Working Arrangements Comprehensive 2-week training programme (classroom-based and shadowing, both in office and at home). Flexible hybrid model after training: 3 days working from home, 2 days in office . PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.
Contract Support Officer As a Contract Support Officer, you will provide operational and technical support across a range of property safety workstreams including, but not limited to, water safety, asbestos, fire safety, emergency lighting, lifting equipment, and security systems. You will work closely with Contract Managers and external service providers to ensure contracts are compliant, efficient, cost-effective, and customer-focused. You will be a key player in maintaining a safety first culture by supporting the delivery of statutory and regulatory requirements, while also driving performance through accurate data management and continuous improvement. Additional Information This role requires occasional travel to Wareham and Weymouth for site visits and team meetings so a full UK driving licence is essential. Key Duties & Responsibilities Support the effective management of servicing, maintenance, and works contracts, ensuring standards for time, cost, quality, and customer satisfaction are met. Lead daily coordination of Property Safety services, ensuring schedules and compliance with legislation. Assist Contract Managers by organising and minuting meetings, analysing KPIs, and addressing contractor performance issues. Occasionally chair contract meetings in the absence of Contract Managers. Maintain accurate records in line with data policies and follow up on required actions. Conduct audits of asset/equipment records and resolve discrepancies. Help design and implement systems and processes to ensure compliance, with regular reviews. Co-develop and maintain manuals and user guides. Provide or coordinate technical support, translating information for non-technical stakeholders. Build strong relationships with customers, colleagues, contractors, and suppliers. Ensure accurate financial reporting and coordinate with Finance and budget holders. Take ownership of issues and complaints, working towards effective resolutions. Carry out other duties as needed within the role s scope. Experience & Qualifications Essential: Full UK driving licence and access to a vehicle (for attending site/team meetings). Previous experience supporting the delivery of contracts, projects, or programmes in Property Services, Compliance, or Asset Management. Basic understanding of property safety-related contracts and an understanding of KPIs and cost models (e.g., schedule of rates). Strong analytical skills confident in manipulating, interpreting, and reporting on technical data. Comfortable identifying inconsistencies in data and proactively seeking solutions. Proficient in Microsoft Office and job management/CRM systems. Educated to GCSE level (or equivalent), with passes in English and Maths. Desirable: Understanding of Landlord H&S legislative requirements and compliance practices. Experience working within a housing, facilities, or property safety environment. Knowledge of servicing requirements for fire detection, water safety, asbestos, and similar compliance workstreams. Key Skills & Attributes Self-sufficient, proactive, and confident in decision-making. Excellent verbal and written communication skills. Logical thinker with strong problem-solving ability. Collaborative team player who also thrives working independently. Committed to delivering customer-focused services. Organised, adaptable, and calm under pressure.
Sep 22, 2025
Seasonal
Contract Support Officer As a Contract Support Officer, you will provide operational and technical support across a range of property safety workstreams including, but not limited to, water safety, asbestos, fire safety, emergency lighting, lifting equipment, and security systems. You will work closely with Contract Managers and external service providers to ensure contracts are compliant, efficient, cost-effective, and customer-focused. You will be a key player in maintaining a safety first culture by supporting the delivery of statutory and regulatory requirements, while also driving performance through accurate data management and continuous improvement. Additional Information This role requires occasional travel to Wareham and Weymouth for site visits and team meetings so a full UK driving licence is essential. Key Duties & Responsibilities Support the effective management of servicing, maintenance, and works contracts, ensuring standards for time, cost, quality, and customer satisfaction are met. Lead daily coordination of Property Safety services, ensuring schedules and compliance with legislation. Assist Contract Managers by organising and minuting meetings, analysing KPIs, and addressing contractor performance issues. Occasionally chair contract meetings in the absence of Contract Managers. Maintain accurate records in line with data policies and follow up on required actions. Conduct audits of asset/equipment records and resolve discrepancies. Help design and implement systems and processes to ensure compliance, with regular reviews. Co-develop and maintain manuals and user guides. Provide or coordinate technical support, translating information for non-technical stakeholders. Build strong relationships with customers, colleagues, contractors, and suppliers. Ensure accurate financial reporting and coordinate with Finance and budget holders. Take ownership of issues and complaints, working towards effective resolutions. Carry out other duties as needed within the role s scope. Experience & Qualifications Essential: Full UK driving licence and access to a vehicle (for attending site/team meetings). Previous experience supporting the delivery of contracts, projects, or programmes in Property Services, Compliance, or Asset Management. Basic understanding of property safety-related contracts and an understanding of KPIs and cost models (e.g., schedule of rates). Strong analytical skills confident in manipulating, interpreting, and reporting on technical data. Comfortable identifying inconsistencies in data and proactively seeking solutions. Proficient in Microsoft Office and job management/CRM systems. Educated to GCSE level (or equivalent), with passes in English and Maths. Desirable: Understanding of Landlord H&S legislative requirements and compliance practices. Experience working within a housing, facilities, or property safety environment. Knowledge of servicing requirements for fire detection, water safety, asbestos, and similar compliance workstreams. Key Skills & Attributes Self-sufficient, proactive, and confident in decision-making. Excellent verbal and written communication skills. Logical thinker with strong problem-solving ability. Collaborative team player who also thrives working independently. Committed to delivering customer-focused services. Organised, adaptable, and calm under pressure.
Job Title: Resident Liaison Officer Location: Northwest Contract Type: Contract Salary: Competitive benefits Role Purpose Act as the key communication link between residents, project teams, and clients, ensuring residents are informed, supported, and engaged throughout the construction programme while minimising disruption and maintaining high satisfaction levels. Key Responsibilities Resident Engagement Build and maintain positive relationships with residents. Conduct home visits, meetings, and drop-in sessions. Provide clear and timely updates on works schedules and progress. Communication & Coordination Draft and distribute newsletters, notices, and other resident communications. Coordinate access arrangements with residents for scheduled works. Liaise between residents, contractors, and site teams to resolve issues quickly. Customer Care Respond promptly to resident queries, complaints, and concerns. Support vulnerable residents by liaising with housing officers and external agencies. Manage feedback processes and escalate issues where necessary. Project Support Assist in scheduling works to minimise resident disruption. Maintain detailed records of communications, access arrangements, and appointments. Support the handover process, including resident inductions and aftercare. Compliance & Reporting Ensure resident engagement meets relevant standards and requirements. Maintain accurate logs of complaints, resolutions, and resident interactions. Produce reports on resident satisfaction, risks, and issues. Health, Safety & Environment Promote safe working practices in occupied properties. Conduct risk assessments for resident-related activities. Ensure residents are aware of safety measures during works. Skills & Experience Proven experience as a Resident Liaison Officer or in a customer-facing housing/construction role. Strong communication, empathy, and conflict resolution skills. Organised and proactive, with the ability to balance multiple priorities. Experience supporting vulnerable residents (desirable). IT proficiency (MS Office; experience with CRM/resident management systems preferred). Role Goals Ensure effective two-way communication between residents and project teams. Minimise disruption to residents through proactive planning. Achieve high resident satisfaction scores. Support project delivery: Safely On time With minimal disruption To the required quality
Sep 22, 2025
Full time
Job Title: Resident Liaison Officer Location: Northwest Contract Type: Contract Salary: Competitive benefits Role Purpose Act as the key communication link between residents, project teams, and clients, ensuring residents are informed, supported, and engaged throughout the construction programme while minimising disruption and maintaining high satisfaction levels. Key Responsibilities Resident Engagement Build and maintain positive relationships with residents. Conduct home visits, meetings, and drop-in sessions. Provide clear and timely updates on works schedules and progress. Communication & Coordination Draft and distribute newsletters, notices, and other resident communications. Coordinate access arrangements with residents for scheduled works. Liaise between residents, contractors, and site teams to resolve issues quickly. Customer Care Respond promptly to resident queries, complaints, and concerns. Support vulnerable residents by liaising with housing officers and external agencies. Manage feedback processes and escalate issues where necessary. Project Support Assist in scheduling works to minimise resident disruption. Maintain detailed records of communications, access arrangements, and appointments. Support the handover process, including resident inductions and aftercare. Compliance & Reporting Ensure resident engagement meets relevant standards and requirements. Maintain accurate logs of complaints, resolutions, and resident interactions. Produce reports on resident satisfaction, risks, and issues. Health, Safety & Environment Promote safe working practices in occupied properties. Conduct risk assessments for resident-related activities. Ensure residents are aware of safety measures during works. Skills & Experience Proven experience as a Resident Liaison Officer or in a customer-facing housing/construction role. Strong communication, empathy, and conflict resolution skills. Organised and proactive, with the ability to balance multiple priorities. Experience supporting vulnerable residents (desirable). IT proficiency (MS Office; experience with CRM/resident management systems preferred). Role Goals Ensure effective two-way communication between residents and project teams. Minimise disruption to residents through proactive planning. Achieve high resident satisfaction scores. Support project delivery: Safely On time With minimal disruption To the required quality
