Complaints and Information Officer

Job Title: Customer Services Advisor - Complaints and Information Governance Officer
Job Type: Contract (Inside IR35)
Hours: Full-time, 35 hours per week (Monday to Friday, 09:00 - 17:00)
Location: Hybrid working (office/site as required)
Work Style: Flexible

Role Overview:

We are seeking a proactive and customer-focused Complaints and Information Governance Officer to join a busy Housing and Neighbourhoods team. You will manage a caseload of complaints and members' enquiries under the Corporate Complaints Procedure, ensuring high-quality, timely, and empathetic responses.

This role requires a strong problem-solver with excellent communication skills, capable of driving service improvements and preventing complaint escalation. You'll play a key part in ensuring the organisation remains accountable, transparent, and committed to excellent customer service.

Key Responsibilities:

Manage a caseload of customer complaints and member enquiries in line with corporate guidelines.
Ensure responses are comprehensive, timely, and customer-focused to avoid unnecessary escalation.
Investigate stage 1 complaints thoroughly and recommend service improvements where applicable.
Issue determinations and, where appropriate, compensation, aligned with organisational policy.
Coordinate cross-departmental responses to complex or high-profile complaints.
Hold service teams accountable for performance and escalate serious issues where needed (e.g., safeguarding or misconduct).
Provide high-quality written responses and maintain accurate records of all complaint correspondence.
Collaborate with internal teams and external stakeholders, ensuring compliance with agreed procedures and response timelines.
Contribute to regular reports and briefings on complaint trends, outcomes, and areas for improvement.
Provide cover for administrative tasks within the Customer Solutions team when required.
Ensure relevant, accessible services and advocacy are available to complainants.

Skills and Experience Required:

Strong understanding of corporate and statutory complaints procedures.
Experience managing complex complaints and customer service issues in a housing or public sector environment.
Excellent written and verbal communication skills, with the ability to write clear, empathetic responses.
Demonstrated ability to work under pressure, manage competing priorities, and meet tight deadlines.
A proactive and diplomatic problem solver, able to identify patterns and recommend service improvements.
Confident using IT systems to manage caseloads and maintain accurate digital records.
A collaborative mindset with the ability to influence service delivery outcomes across teams.
Commitment to delivering high-quality service and continuous improvement.

Additional Information:

Candidates must be confident working within data protection (GDPR), safeguarding, and health & safety frameworks.
You will be expected to contribute to training, team development, and meetings as part of ongoing performance improvement.
A strong commitment to equality, diversity, and inclusion is essential.

How to apply?

Send a CV to (url removed)

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