4Recruitment Services are seeking a Housing Complaints Officer to join a Housing Services team in Addlestone, Surrey.PURPOSE OF THE ROLE: To coordinate and manage complaints relating to Housing Services in accordance with the Housing Ombudsman Complaint Handling Code.To support fair and thorough complaint investigations, ensuring compliance and timely resolution.To help identify learning from complaints and contribute to continuous improvement to Housing Services. Initially, this role will be based at the Civic Centre in Addlestone, five days a week. Subject to completion of training and induction, there may be the option to work from home for up to two days a week.DUTIES and RESPONSIBILITIES INCLUDE: Manage and acknowledge housing complaints, ensuring accurate records are maintained on the case management system.Coordinate complaints from initial receipt through to resolution, supporting Stage 1 and Stage 2 investigations and drafting responses where required.Work closely with Housing Services colleagues and contractors to investigate complaints and achieve timely resolutions.Ensure complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code, meeting required timescales and quality standards.Gather evidence, review records and assist with investigations to establish facts and determine appropriate outcomes.Review complaint responses to ensure they are clear, empathetic, evidence-based and compliant with relevant requirements.Monitor complaint ..... full job details .....