Stage 2 complaints officer

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.

Location: Remote

Between: £26 - £32 Per hour

Contract Duration: 3 Months

Hyperion Partners are currently recruiting for an experienced Stage 2 Complaints Officer to join a social housing provider on an initial 12-week contract.

This is a fully remote opportunity for someone with strong experience investigating and managing Stage 2 complaints within social housing. You will be responsible for managing complex complaints from investigation through to resolution, ensuring responses are fair, thorough, empathetic and delivered within the required timescales.

The role will also provide support to the Stage 2 Lead, working closely with internal teams to investigate complaints, identify service failures and ensure appropriate resolutions are delivered.

Key Responsibilities

• Manage and investigate Stage 2 social housing complaints from start to resolution
• Review detailed case histories, evidence and information from multiple teams
• Work closely with housing, repairs, property and other internal departments
• Identify service failures, root causes and appropriate remedies
• Produce clear, accurate and evidence-based Stage 2 responses
• Ensure complaints are progressed within required timescales
• Maintain accurate case records and audit trails
• Support the Stage 2 Lead with complex and high-risk complaints
• Identify recurring themes and opportunities for service improvement
• Provide clear and empathetic communication to residents throughout the complaints process

About You We are looking for someone with:

• Previous experience investigating Stage 2 complaints within social housing
• Strong knowledge of housing complaints procedures and best practice
• Experience handling complex and sensitive resident complaints
• Excellent written communication skills
• Strong analytical and investigative skills
• A good understanding of housing services, particularly repairs, tenancy and resident services
• The ability to work independently and manage a caseload remotely
• A resident-focused and empathetic approach

This is an excellent opportunity for an experienced Social Housing Complaints Officer/Investigator looking for an immediate, fully remote interim opportunity