Complaints Insight Officer - Ongoing temporary position £17.85 per hour
Location: Welwyn Garden City - Office based

About the Role

We are looking for a proactive and analytical Complaints Insight Officer to play a pivotal role in improving customer experience. This role sits within Customer Services and is central to ensuring high-quality complaint handling, effective engagement with Ombudsman services, and continuous service improvement through insight and analysis.

You will act as an expert point of contact for complex complaints and enquiries, support service teams to meet response standards, and drive learning and improvement across the organisation.

Ideally, we are looking for someone who has experience in admin/management of complaints/Ombudsman cases. Being organised, able to prioritise and work to deadlines will be essential. Experience in Social Housing would be beneficial, but not essential.

Key Responsibilities

• Coordinate complex complaint and enquiry cases 
• Act as the main point of contact for the Housing Ombudsman and the Local Government & Social Care Ombudsman
• Manage case records, coordinating high-quality responses and evidence submissions.
• Quality-check complaint and enquiry cases against an agreed assessment framework
• Identify gaps 
• Promote good practice in case handling, supporting officers and teams to improve consistency, quality and customer outcomes.

You’ll bring:

• Experience in complaints handling or a customer-focused environment
• Experience working with, or responding to, regulatory or Ombudsman bodies
• Excellent written and verbal communication skills
• A collaborative approach and confidence working across multiple service areas