Job Title: Complaints and Learning Officer (Housing) Day Rate: 350 Contract: Interim / Contract Location: Newham (Hybrid)Are you passionate about enhancing resident experiences? Our client is on the lookout for a dynamic Complaints and Learning Officer to lead the charge in transforming complaints into actionable insights and real service improvements within the Housing Landlord Service!About the Role:As the Complaints and Learning Officer, you''ll play a pivotal role in ensuring our client meets the Housing Ombudsman Complaint Handling Code. Your mission? To utilise complaints data to address recurring issues: such as damp and mould, repairs delays, and communication gaps, while making a tangible impact on resident satisfaction.Key Responsibilities:Housing Ombudsman Code Compliance - Ensure processes align with the Housing Ombudsman Complaint Handling Code. - Maintain clear definitions, time-frames, and escalation routes. - Lead annual self-assessments and monitor improvement actions.Turning Complaints Insight into Action - Analyse complaints data to identify trends and root causes. - Produce monthly "Learning from Complaints" reports. - Collaborate with Service Leads to implement practical actions.Operational and Case Support - Support complex complaints, including damp and mould cases. - Coordinate multidisciplinary responses for swift resolutions.Resident Voice and Communication - Support resident panels and ensure feedback mechanisms are effective. - Deliver timely, clea