Customer Complaints and Insight Officer
| Dyddiad hysbysebu: | 03 Mawrth 2026 |
|---|---|
| Cyflog: | £125.21 bob dydd |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 02 Ebrill 2026 |
| Lleoliad: | Sutton, London |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Raynet Recruitment Ltd |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | OR24346 |
Crynodeb
Job Title: Customer Complaints and Insight Officer
Grade:
Section: Customer Experience
Reports to: Customer Experience Lead
Direct Reports: None
Job Purpose
To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsman’s Complaint Handling Code. You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.
Key Accountabilities
1. Case Management & Resolution
Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.
Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.
Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsman’s Guidance on Remedies to ensure fair and consistent compensation.
Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.
2. Insight & Regulatory Compliance
Compliance Leadership: Work with the Customer Experience Lead to ensure SHP meets the Housing Ombudsman Complaint Handling Code, providing the evidence required for robust annual self-assessments.
Attention to Detail: Prepare thorough case files for the Ombudsman, ensuring 100% accuracy of information while interrogating cases files and Northgate NEC
Sector Research: Review the Ombudsman’s ‘Spotlight on...’ reports and other industry insights; collaborate with teams across SHP to benchmark our performance and embed
Grade:
Section: Customer Experience
Reports to: Customer Experience Lead
Direct Reports: None
Job Purpose
To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsman’s Complaint Handling Code. You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.
Key Accountabilities
1. Case Management & Resolution
Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.
Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.
Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsman’s Guidance on Remedies to ensure fair and consistent compensation.
Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.
2. Insight & Regulatory Compliance
Compliance Leadership: Work with the Customer Experience Lead to ensure SHP meets the Housing Ombudsman Complaint Handling Code, providing the evidence required for robust annual self-assessments.
Attention to Detail: Prepare thorough case files for the Ombudsman, ensuring 100% accuracy of information while interrogating cases files and Northgate NEC
Sector Research: Review the Ombudsman’s ‘Spotlight on...’ reports and other industry insights; collaborate with teams across SHP to benchmark our performance and embed