- Company Name
- PA Housing
- Job Title
- Technical Complaints Resolution Officer
- Job Description
-
Job title: Technical Complaints Resolution Officer
Role Summary: Responsible for managing repair-related complaints, providing timely, empathetic resolution to residents, diagnosing technical issues, coordinating contractors and internal teams, and ensuring compliance with the Housing Ombudsman’s Complaint Handling Code.
Expactations: Deliver clear, transparent communication to residents; maintain accurate documentation; meet strict deadlines in a fast‑paced environment; de‑escalate challenging situations; support vulnerable residents; monitor complaint trends and recommend process improvements.
Key Responsibilities:
- Serve as primary contact for residents submitting repair complaints, ensuring they feel heard and informed.
- Investigate complaints using inspection reports, photographs, and technical expertise to diagnose causes.
- Manage caseload from receipt to resolution, providing timely updates and clear communication.
- De‑escalate difficult situations calmly and professionally, maintaining resident confidence.
- Coordinate with contractors, surveyors, and internal teams to resolve complaints efficiently.
- Hold teams accountable for service shortfalls and promote learning from outcomes.
- Monitor complaint trends, identify improvement areas, and contribute insights to process and policy changes.
- Apply technical knowledge of plumbing, electrics, roofing, joinery, and damp/mould to recommend effective solutions.
- Maintain accurate records, ensuring compliance with data protection and housing legislation.
- Provide clear, empathetic, solution‑focused updates to diverse audiences, including residents, contractors, and senior stakeholders.
- Foster positive relationships through proactive engagement and a genuine commitment to resident satisfaction.
Required Skills:
- Strong technical knowledge across multiple trades (plumbing, electrics, joinery, roofing, damp/mould).
- Expertise in diagnosing issues from inspection reports and photographs.
- Excellent verbal and written communication; adaptive style for diverse audiences.
- Proven de‑escalation and conflict resolution abilities.
- High integrity, empathy, and resident‑first mindset.
- Understanding of housing legislation, landlord obligations, and the Housing Ombudsman’s Complaint Handling Code.
- Good IT proficiency, including housing/repairs management systems, Microsoft Office, and digital tools.
- Proactive mindset with continuous improvement focus.
Required Education & Certifications:
- Recognised qualification in housing construction, building maintenance, or equivalent experience.
- Training in customer service, complaint handling, or conflict resolution.
- Experience in social housing, property, or construction environments.
---
Leicestershire, United kingdom
Hybrid
13-11-2025