Jobs in London - Complaints Review Officer • East London

Company: CRA Group Recruitment And Payroll Ltd

East London

2 - 3 Month Contract With A Local AuthorityJob PurposeTo independently investigate and respond to Stage 2 complaints in line with the organisation’s Complaints Policy, the Housing Ombudsman Complaint Handling Code, and relevant legislation. The postholder will also support compliance and learning outcomes arising from Housing Ombudsman cases to improve service delivery and reduce repeat complaints.Key ResponsibilitiesLead and manage Stage 2 complaint investigations, ensuring they are thorough, impartial, and evidence-based.Review Stage 1 investigations and responses, identifying any gaps or service failures.Gather and analyse complex information from multiple service areas, policies, procedures, and legislation.Draft clear, professional, and timely Stage 2 complaint responses that address all points raised by the complainant.Ensure all responses are compliant with internal policies and the Housing Ombudsman Complaint Handling Code.Meet agreed response timescales and performance targets.Manage and coordinate actions arising from Housing Ombudsman cases, including determinations, orders, and recommendations.Monitor compliance with Ombudsman outcomes and ensure evidence is recorded and submitted within required timescales.Liaise with internal teams to ensure learning points and service improvements are implemented.Maintain accurate records and trackers for Ombudsman cases and compliance actions.Support the preparation of reports and data for senior management, audits, and regulatory submissions.Identify trends, root causes, and learning from complaints and Ombudsman decisions.Contribute to service improvement initiatives and policy reviews.Share learning with operational teams to promote best practice and prevent repeat complaints.Support training and guidance for staff on complaint handling standards, where required.Act as a key point of contact for complainants during Stage 2 investigations.Liaise professionally with internal service areas, legal teams, and external bodies where necessary.Handle sensitive and potentially distressing situations with empathy and professionalism.RequirementsExperience of handling complex complaints, ideally within housing or a public sector environment.Proven experience of Stage 2 complaint investigations or equivalent review-level complaint handling.Strong knowledge of, or ability to quickly learn, the Housing Ombudsman Complaint Handling Code.Excellent written communication skills, with experience drafting detailed and well-reasoned responses.Strong analytical skills and ability to assess evidence and policy critically.Ability to manage a varied caseload and meet deadlines.Confident using case management systems and Microsoft Office applications.Experience working directly with Housing Ombudsman cases and compliance actions.Knowledge of social housing legislation and regulatory frameworks.Experience contributing to service improvement or quality assurance activity.