Job Opportunities API

We are recruiting for a Complaints Reviewer to join a housing organisation’s Complaints Service on a 3-month temporary contract, with potential to extend. This is a hybrid role based in Hammersmith. You will work 2 days per week in the office and 3 days from home. Office attendance on Wednesday and Thursday is mandatory. The role focuses on reviewing stage 2 complaints, assessing the quality of stage 1 investigations and making fair, evidence-based decisions in line with organisational policy, regulatory requirements and the Housing Ombudsman Service Complaint Handling Code. You will take ownership of stage 2 reviews from acknowledgement through to closure, keeping residents updated, drafting clear written responses and identifying learning that can improve first-stage resolution. Key responsibilities • Review stage 2 complaints and assess whether stage 1 investigations have been fair, thorough and compliant. • Make evidence-based decisions on complaint outcomes, compensation levels and appropriate remedies. • Ensure stage 2 reviews are completed within regulatory timescales. • Identify service failures, recommend appropriate redress and support effective complaint resolution. • Draft high-quality response letters with clear reasoning and balanced decision-making. • Maintain accurate records of customer contact, evidence reviewed and decisions made. • Work with operational teams, service managers and colleagues across the Complaints Service to support consistent complaint handling. Essential requirements • Demonstrable experience of complaint handling within a regulatory environment, managing cases through to resolution. • Proven experience reviewing the quality of complaint investigations and assessments carried out by others. • Experience working with compensation frameworks and making evidence-based decisions on redress. • Excellent written communication skills, including clear and balanced response letters and reports for senior audiences. • Excellent verbal communication and interpersonal skills with residents, colleagues and senior stakeholders. • Advanced analytical skills, including assessing investigation quality, identifying evidence gaps and deciding next steps. • Confident decision-making and sound judgement around complaint outcomes, compensation and organisational risk. • Meticulous attention to detail and a quality-focused approach to complaint resolution. • Ability to work independently and take ownership of complex reviews. • Resilience and professionalism when managing challenging complaints and stakeholders. • Intermediate IT skills, including Microsoft Office. • Willingness to complete a basic criminal record check.