Contract: Interim / Temporary Assignment
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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. xgikmsk
- Experience managing Stage 1 and Stage 2 complaints independently.
- Ideally a background within a Housing Asso...
Complaints Officer (Housing Repairs and Compliance) in Ilford 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.
