Complaints & Resolution Caseworker

Overview

Job title: Complaints & Resolution Caseworker

Location: Ealing, London W5 (Hybrid - 1 office day per week, increasing to 2)

Start Date: ASAP

Contract Type: Temporary 3 months

Weekly Hours: 35 hours per week

Responsibilities

• Manage customer complaints from initial contact through to final resolution.
• Conduct detailed investigations and provide fair, evidence-based outcomes.
• Draft high-quality written responses, including Stage 2 complaint responses.
• Prepare cases and documentation for Housing Ombudsman investigations and panel reviews.
• Keep customers informed throughout the complaint process with clear and empathetic communication.
• Process compensation payments where appropriate.
• Maintain accurate case records using CRM systems.

Qualifications

• Previous experience managing complaints within housing, public sector, or regulated environments.
• Experience handling complex complaints and producing formal written responses.
• Strong understanding of complaint handling frameworks and regulatory timescales.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to make balanced, impartial decisions.
• Confident using Microsoft Office and CRM systems.