Our client, based in the West Midlands, is currently recruiting for a Customer Experience Officer on a three-month temporary contract.

The position is due to start immediately on a full-time basis and offers an hourly rate of pay between £20 - £25 per hour on an umbrella basis.

The successful candidate must have experience working within Social Housing and dealing with the Housing Ombudsman.

Duties will include (but are not limited to):

• Managing end to end investigation and resolution of escalated tenant complaints, handling high volume and complex cases with empathy, professionalism and full ownership
• Taking responsibility for complaints from stage one onwards, maintaining clear and consistent communication with tenants and ensuring compliance with the Housing Ombudsman Complaint Handling Code
• Liaising with internal stakeholders and contractors to gather evidence, challenge constructively and ensure timely actions to avoid escalation to the Housing Ombudsman
• Examining systems, records and case history to identify root causes, prevent repeat service failures and improve service delivery
• Producing high quality outcome letters and detailed reports that are clear, fair and aligned to regulatory expectations and Ombudsman standards
• Monitoring and prioritising a caseload of complex complaints at varying stages, meeting KPIs and statutory timescales within a regulated housing environment
• Analysing complaint trends and learning outcomes to support continuous improvement initiatives and strengthen tenant satisfaction and organisational compliance

Experience required:

• Proven background in managing end to end complaints within a regulated housing or public sector environment
• Substantial involvement in liaising with tenants, contractors and senior stakeholders to achieve effective resolutions
• Strong working knowledge of high volume and complex case handling in line with the Housing Ombudsman Complaint Handling Code
• Ability to produce high quality outcome letters and detailed investigation reports to an auditable standard
• Demonstrated capability in analysing complaint data, identifying root causes and contributing to continuous service improvement

Working hours:

• 37 hours per week
• Monday - Friday
• Hybrid working
• Flexible working hours

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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