Complaints Officer

Complaints Officer (Social Housing) – Cambridgeshire

6-month interim
£20–£25 per hour -| Hybrid – 1 day/week in the office

Are you a calm, solutions-focused complaints professional who knows how to turn a tough situation into a positive outcome? We’re working with a respected social housing provider in Cambridgeshire who needs an experienced Complaints Officer to join them on an interim basis for six months. This is a fantastic opportunity to make a real difference to residents’ lives while working within a supportive, mission-driven team.

The role

You’ll be the go-to person for Stage 1 complaints, managing cases end-to-end with empathy, accuracy, and pace. Working closely with internal teams and external contractors, you’ll ensure residents receive a fair, thorough, and timely response.

Key responsibilities include:

• Receiving and logging all Stage 1 complaints
• Investigating concerns, gathering evidence, and coordinating input from relevant teams
• Drafting clear, well-reasoned responses that meet policy and timescale requirements
• Liaising confidently with contractors and service partners to resolve issues promptly
• Using the QL system (training provided) to track and manage cases
• Supporting with data entry and invoice processing as needed

What we’re looking for

• Previous experience handling complaints in social housing / local authority / public sector environments
• Excellent investigation and case management skills
• Strong written communication – able to produce clear, resident-friendly responses
• Confident stakeholder management, including working with contractors
• Comfortable learning new systems (QL experience is a bonus, not essential)
• Organised, resilient, and able to manage a busy caseload with care

What’s on offer

• £20–£25 per hour (depending on experience)
• 6-month interim contract with potential to extend
• Hybrid working – just 1 day per week in the Cambridgeshire office
• Meaningful work supporting residents and improving services

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business.