Complaints Officer

Title: Senior Housing Complaints Officer
Location: Birmingham City Centre
Contract: 3 Months - Temporary Contract
Hours: Monday - Friday (8-4 OR 9-5) (35 hours paid)
Start Date: ASAP
Pay Rate: £21 per hour (All-inclusive via Umbrella)
Working Pattern: Hybrid (3 days office / 2 days home after initial training period)

CCP are currently recruiting for an experienced Senior Housing Complaints Officer to join a busy and fast-paced housing team based in Birmingham City Centre. This is a 6-month temporary assignment with an immediate start available.

This role is ideal for candidates with strong housing complaints experience, particularly those who have previously managed cases escalated to the Housing Ombudsman.

Key Responsibilities

• Manage and investigate complex housing complaints from initial stage through to resolution
• Respond to Housing Ombudsman enquiries and determinations
• Draft detailed, high-quality response letters in line with policy and regulatory standards
• Liaise with internal departments to gather information and resolve complaints effectively
• Ensure complaints are handled in line with statutory timeframes and best practice
• Identify service improvements and contribute to learning from complaints
• Manage high volumes of complex cases simultaneously

Essential Experience Required

• Previous experience handling housing complaints involving the Housing Ombudsman (essential)
• Strong knowledge of housing legislation and complaint handling procedures
• Experience working within a local authority or housing association
• Excellent written communication and case management skills
• Ability to manage high volumes of complex cases

Applications without Housing Ombudsman experience will not be considered.

Why Apply?

• Competitive £21 per hour (umbrella rate)
• Central Birmingham location with excellent transport links
• Immediate start available
• Opportunity to work within a reputable housing team
• Hybrid flexibility after initial training

How to Apply
  
This role is being managed by Dan Bryant at CCP. If you believe you have the relevant experience and would like to be considered, please apply online today. We aim to respond to all applications within 72 hours.
  
About CCP
  
CCP are specialists in Customer Operations and CX recruitment. Since 2010, we've earned a reputation for delivering exceptional service to clients and candidates alike. We immerse ourselves in the brands we represent, supporting both established names and exciting startups, and assist businesses with talent attraction and employee retention strategies to ensure long-term success.