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Social Housing Comp[aints handlingLiaison with Housing Ombudsman Service Senior Housing Complaints Officer x 21 x 6 month contract, 1 x 3 month contract37 hrs per weekFully remote working£22.50 (PAYE) - £30 (Umbrella) per hourAn exciting opportunity to lead on customer complaints and maximise opportunities to enhance customer experience and mitigate reputational riskYou will be responsible for the effective management of complaint from customers, Housing Ombudsman Service (HOS) cases, investigations and complex stage one and stage two complaints.A customer focused role where you will take ownership of resolving a range of complaints seeking early resolution wherever possible. you will be responsible for actively engaging with customers to understand their concerns, proactively investigating complaints including directly with contracting partners and stakeholders, and communicating verbally and in writing with customers and monitoring commitments to deliver resolutionMain duties will include: Leading complaint investigations to identify any service failure, appropriate resolution and ensure our complaint responses meet the HOS’ requirementsLead work to improve customer experience, driving high levels of customer satisfaction through delivering excellent communicationWorking directly with contracting partners and the Housing team to make evidence-based decisions about service failure and to determine appropriate follow up including scheduling repairs/ maintenance worksWorking with anti-social behaviour and Housing teams to make evidence based decisions and determine appropriate follow up actions, including support, legal processes and signposting.Ensuring any commitments made in complaint responses are completed and customers are kept informed as neededIdentifying and mitigating risks of negative