Complaints Officer
36 Days Old
6-month interim
£20–£25 per hour -| Hybrid – 1 day/week in the office
Are you a calm, solutions-focused complaints professional who knows how to turn a tough situation into a positive outcome? We’re working with a respected social housing provider in Cambridgeshire who needs an experienced Complaints Officer to join them on an interim basis for six months. This is a fantastic opportunity to make a real difference to residents’ lives while working within a supportive, mission-driven team.
The role
You’ll be the go-to person for Stage 1 complaints, managing cases end-to-end with empathy, accuracy, and pace. Working closely with internal teams and external contractors, you’ll ensure residents receive a fair, thorough, and timely response.
Key responsibilities include:
* Receiving and logging all Stage 1 complaints
* Investigating concerns, gathering evidence, and coordinating input from relevant teams
* Drafting clear, well-reasoned responses that meet policy and timescale requirements
* Liaising confidently with contractors and service partners to resolve issues promptly
* Using the QL system (training provided) to track and manage cases
* Supporting with data entry and invoice processing as needed
What we’re looking for
* Previous experience handling complaints in social housing / local authority / public sector environments
* Excellent investigation and case management skills
* Strong written communication – able to produce clear, resident-friendly responses
* Confident stakeholder management, including working with contractors
* Comfortable learning new systems (QL experience is a bonus, not essential)
* Organised, resilient, and able to manage a busy caseload with care
What’s on offer
* £20–£25 per hour (depending on experience)
* 6-month interim contract with potential to extend
* Hybrid working – just 1 day per week in the Cambridgeshire office
* Meaningful work supporting residents and improving services
This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business
- Location:
- Linton
- Salary:
- £20 - £25 /hour
- Job Type:
- FullTime
- Category:
- Property Services