At a Glance
- Tasks: Manage and resolve housing complaints while ensuring customer satisfaction.
- Company: Join a dynamic team in East London focused on customer resolution.
- Benefits: Hybrid working model with flexible remote options and potential for contract extension.
- Other info: Opportunity for professional growth in a supportive environment.
- Why this job: Make a real difference in people's lives by improving housing services.
- Qualifications: Experience in handling complex complaints within housing or social services.
The predicted salary is between 36000 - 44000 £ per year.
Contract: Interim / Temporary Assignment
Duration: Initial 3-6 months with strong likelihood of extension
Location: East London (Hybrid Working)
Office Attendance: Minimum 1 day per week in the East London office, with the remainder of the week worked remotely, subject to service requirements.
Department: Customer Resolution & Complaints
About the Role
We are seeking an experienced Complaints Officer to join a busy Customer Resolution team on an interim basis. This is an excellent opportunity for a housing professional with experience managing complex complaints within a Housing Association, Local Authority, ALMO or social housing environment.
The successful candidate will be responsible for managing a caseload of Stage 1 and Stage 2 complaints, undertaking thorough investigations, liaising with operational teams and ensuring responses are delivered in line with Housing Ombudsman requirements.
This role requires a confident individual who can work with minimal supervision, demonstrate sound judgement, and quickly build effective relationships across service areas including housing management, repairs and property compliance.
Key Responsibilities
- Manage a caseload of approximately 20 complaints per week from receipt through to resolution.
- Investigate and respond to both Stage 1 and Stage 2 complaints in line with organisational policies and Housing Ombudsman requirements.
- Gather evidence from multiple departments to establish facts and identify service failures where applicable.
- Draft high-quality complaint responses that are clear, empathetic, accurate and customer focused.
- Identify themes, trends and learning outcomes from complaints and support service improvement initiatives.
- Liaise with operational teams including Housing Management, Repairs, Asset Management and Property Compliance.
- Ensure complaints are recorded and managed accurately within the organisation's SharePoint-based CRM system.
- Maintain comprehensive audit trails, records and case notes.
- Support the handling of Freedom of Information (FOI) requests, Subject Access Requests (SARs), MP enquiries, Executive and sensitive customer enquiries.
- Monitor response deadlines and ensure compliance with statutory and organisational timescales.
- Contribute to a positive customer experience by resolving concerns professionally and efficiently.
- Escalate high-risk or complex matters where appropriate.
Essential Experience
- Previous experience working as a Complaints Officer, Customer Resolution Officer or similar role.
- Experience managing Stage 1 and Stage 2 complaints independently.
Complaints Officer (Housing Repairs and Compliance) employer: Adecco Careers
Adecco is an excellent employer for those seeking a meaningful career as a Housing Enforcement Officer, offering a supportive work culture that prioritises equal opportunities and employee development. With a commitment to professional growth and a focus on community impact, employees benefit from comprehensive training and resources in a dynamic environment that values their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer (Housing Repairs and Compliance)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Adecco Careers.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Adecco Careers. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Officer (Housing Repairs and Compliance)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Adecco Careers.
How to prepare for a job interview at Adecco Careers
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Adecco Careers's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Adecco Careers offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
