Complaints Resolution Officer

1 week ago


London, Greater London, United Kingdom CRA GROUP LIMITED Full time
Complaints Resolution Officer

We are seeking a highly skilled Complaints Resolution Officer to join our team at CRA GROUP LIMITED. As a key member of our organization, you will play a vital role in ensuring residents receive a fair and thorough review of their complaints.

Key Responsibilities:
  • Investigate and respond to complex complaints, including Stage 2 complaints, high-profile cases, and Ombudsman cases.
  • Work with services to prevent cases escalating to the Housing Ombudsman service.
  • Monitor and report on performance and compliance with the Housing Ombudsman Code.
Essential Requirements:
  • Experience of complaints handling at a local authority.
  • Experience of CRM systems for complaint handling.
  • Experience in gathering information to provide to the Housing Ombudsman.
Essential Qualifications:
  • 5 GCSEs A-C grade, including Mathematics and English, or equivalent experience in a housing social policy or related work area qualification.
Additional Information:
  • This is a full-time position, working 35 hours per week.
  • This role requires a Standard DBS check.


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