At a Glance
- Tasks: Manage and resolve housing complaints, ensuring timely and fair responses for residents.
- Company: Join a respected Local Authority in London dedicated to improving housing services.
- Benefits: Competitive pay, hybrid working options, and a chance to make a real difference.
- Other info: Opportunity for professional growth within a supportive team environment.
- Why this job: Support residents and drive service improvements in a meaningful role.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 24.3 - 29.7 £ per hour.
Adecco is recruiting on behalf of a London Local Authority for an experienced Complaints Resolution Officer to join their Housing team. This is an excellent opportunity for a customer-focused professional with strong complaint handling experience to make a positive impact for residents and help drive service improvement.
The Role
- You will take ownership of a caseload of housing complaints, ensuring residents receive timely, fair and high-quality responses.
- Working closely with housing services, managers and key stakeholders, you will investigate complaints, draft responses and identify learning opportunities to improve service delivery.
Key Responsibilities
- Manage and resolve a caseload of housing complaints from receipt through to final response.
- Investigate complaints thoroughly, gathering evidence and liaising with service teams.
- Draft clear, comprehensive and professional complaint responses.
- Provide support and guidance to residents throughout the complaints process.
- Ensure complaints are logged, tracked and managed within agreed timescales.
- Identify trends, lessons learned and opportunities for service improvement.
- Support responses to Ombudsman enquiries and monitor implementation of recommendations.
- Produce reports and analysis relating to complaint performance and outcomes.
- Build effective relationships with residents, councillors, MPs and internal stakeholders.
About You
- Previous experience in complaints handling, dispute resolution or customer relations.
- Excellent written communication skills, with the ability to draft high-quality response letters.
- Strong investigative and analytical abilities.
- Exceptional customer service skills with a calm, empathetic and professional approach.
- Experience handling sensitive and complex cases.
- Strong organisational skills and attention to detail.
- Good IT skills, including Microsoft Office applications.
- Experience within housing, local government or the public sector would be highly advantageous.
- Knowledge of Ombudsman complaint handling processes is desirable.
Why Apply?
- Competitive hourly rates.
- Opportunity to work within a respected Local Authority.
- Meaningful role supporting residents and improving housing services.
- Hybrid working opportunities may be available, subject to business requirements.
Interested? Apply today with your CV or contact Adecco for more information about this exciting Complaints Resolution Officer opportunity.
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