Executive Complaints Lead - Reed : Job Details

• Location: Pitsea
• Job Type: Temporary (Immediate Start)
• Hourly Rate: PAYE £13.99 / Umbrella £17.15

We are seeking a Senior Complaints Lead to manage and respond to escalated complaints and enquiries sent to the CEO’s office or raised by MPs and Councillors. This role requires efficient resolution of issues in compliance with the Housing Ombudsman Complaint Handling Code, ensuring high standards of customer service and organisational compliance.

• Manage escalated complaints and enquiries from the CEO’s office, MPs, and Councillors.
• Ensure all escalated issues are resolved promptly and in compliance with the Housing Ombudsman Complaint Handling Code.
• Liaise with internal teams to gather information and provide accurate and timely responses.
• Maintain accurate records of all interactions, ensuring transparency and accountability.
• Provide feedback to senior management on trends in escalated complaints to drive service improvements.

• Proven experience in handling escalated complaints, preferably within a similar sector.
• Strong understanding of the Housing Ombudsman Complaint Handling Code.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Strong organisational skills and attention to detail.

• Competitive hourly rate.
• Opportunity to work in a dynamic environment.
• Gain valuable experience in a high-impact role.