Complaints Resolution Officer (Housing)

Job Description

Salary range: Grade 9 (£42,060 - £43,680 p.a.) plus fantastic benefits
Contract: Permanent
Hours of work: 36 hours per week
Location: Croydon

Complaint Resolution Officer (Housing)

Grade 9 | 36 Hours per Week
Corporate Services

About the Role

Are you passionate about delivering excellent customer service, resolving complex issues, and driving organisational learning?

We are looking for an experienced and motivated Complaint Resolution Officer to join our Corporate Complaints Team. This is an exciting opportunity to play a key role in ensuring that customer complaints are investigated fairly, thoroughly, and in line with Ombudsman requirements while helping services learn and improve.

You will lead on the management of complex Stage 2 complaints across a wide range of council services, coordinate responses to Ombudsman enquiries, and work with senior managers to embed a positive complaints culture across the organisation. Your work will directly influence service improvement and help ensure that residents receive the high standards of service they deserve.

What You'll Be Doing

• Managing and coordinating complex Stage 2 complaints for non-statutory services.
• Supporting the management of Statutory Stage 2 Children's Services complaints.
• Investigating complaints through evidence review, interviews, site visits and engagement with customers and staff.
• Producing clear, balanced and customer-focused responses on behalf of senior leaders and directors.
• Managing enquiries and investigations from the Local Government and Social Care Ombudsman and Housing Ombudsman.
• Identifying risks, trends and learning opportunities from complaints and escalating issues where appropriate.
• Supporting services to improve complaint handling, customer experience and service delivery.
• Developing and delivering complaint handling training to officers and members.
• Building strong relationships with stakeholders across the Council, partner organisations and external agencies.
• Promoting a culture of ownership, accountability and continuous improvement.

What We're Looking For

We Put Customers First

• You are committed to ensuring customers are heard and treated fairly.
• You demonstrate empathy and professionalism, particularly when dealing with vulnerable customers and complex situations.
• You manage expectations honestly and work proactively to achieve positive outcomes.

We Deliver Effective Service

• You take ownership of complex work and see tasks through to completion.
• You use evidence, sound judgement and analysis to reach balanced decisions.
• You effectively manage competing priorities while maintaining high standards and meeting deadlines.

We Adapt and Change

• You embrace new ways of working and seek opportunities to improve processes.
• You are resilient and able to remain calm and effective under pressure.
• You learn from feedback, complaints and organisational learning to drive improvement.

We Collaborate Constructively

• You build productive relationships with colleagues, managers and external stakeholders.
• You work across organisational boundaries to achieve the best outcomes for residents.
• You contribute positively to team success and share learning and best practice.

We Communicate with Impact

• You communicate clearly, confidently and professionally, both verbally and in writing.
• You can explain complex issues in plain English.
• You influence and challenge constructively at all levels of the organisation.

Skills and Experience

We are looking for candidates who can demonstrate:

Essential Knowledge

• Knowledge of complaint handling principles, legislation and relevant guidance.
• Understanding of best practice in customer complaints and customer feedback management.
• Awareness of service improvement approaches within local government.
• Understanding of the wider context in which local authorities operate.
• Evidence of ongoing professional development.

Essential Skills

• Excellent investigation, analytical and problem-solving skills.
• Strong written communication skills, including report writing and drafting responses on complex issues.
• Excellent presentation and facilitation skills.
• Sound judgement when handling sensitive or high-profile cases.
• Ability to manage multiple priorities and deliver high-quality outcomes.
• Strong stakeholder management and relationship-building skills.
• Confidence to influence, challenge and engage with senior leaders.
• Excellent organisational skills and attention to detail.
• A positive and proactive approach to change and continuous improvement.

Essential Experience

• Experience of complaint handling or the ability to demonstrate highly relevant transferable skills.
• Experience of working with stakeholders at all levels, including senior managers.
• Experience of dealing with customers in challenging or sensitive situations.
• Experience of reviewing information, gathering evidence and producing clear recommendations.

Why Join Us?

This is an opportunity to make a real difference to how services are delivered across the Council. You will:

• Play a leading role in improving customer experience and outcomes.
• Work on complex, varied and high-profile cases.
• Influence service improvements across the organisation.
• Develop your professional skills through a collaborative and supportive team environment.
• Help create a culture where learning from complaints drives better services for residents.

Interviews: 6th August 2026

To view the COMPLAINTS RESOLUTION OFFICER (HOUSING) role profile please Click here.

About us

Croydon Council’s priorities

The Council balances its books, listens to residents, and delivers good sustainable services

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes:

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council’s new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.