Complaints Officer - Homelessness Prevention Team

Adecco are seeking a highly capable and motivated Complaints Officer to join our Local Authority clients Homeless Intervention and Prevention Team. This is a key role focused on enhancing service delivery through effective complaint resolution, stakeholder engagement, and continuous improvement initiatives.

This position plays a critical role in ensuring that customer feedback is handled with professionalism, empathy, and efficiency. You will be responsible for managing complex complaints, responding to member enquiries, and identifying opportunities to improve service quality and operational effectiveness. The role requires close collaboration with colleagues across all levels of the organisation, including senior leadership.

• Complaints Officer
• Public Sector - Local Authority
• Temporary Role - 6 months with possible extension
• Full Time - Monday to Friday, 36 hours per week
• 21.72 per hour PAYE / 28.68 per hour Umbrella
• Hybrid Working - 2 days per week in office (based in Croydon)
• IT equipment provided
• ASAP start

• Lead and manage Housing Needs complaints, ensuring adherence to corporate policies and timelines.
• Investigate and respond to complex complaints, including Stage 2 and Ombudsman cases.
• Provide expert advice on complaint resolution, including compensation recommendations.
• Support continuous improvement of complaints systems and processes.
• Coach and develop staff to embed a positive complaints culture.
• Collaborate with internal and external stakeholders to ensure effective complaint resolution.
• Monitor and oversee action plans arising from Ombudsman findings.
• Maintain up-to-date knowledge of housing legislation and best practices.

Essential Knowledge & Experience:

• Strong understanding of local government complaints processes.
• Experience in Housing Needs or similar setting.
• Knowledge of housing legislation and complaint handling codes.
• Proven track record in managing complex complaints and delivering service improvements.

Skills & Abilities:

• Excellent analytical and problem-solving skills.
• Strong written and verbal communication.
• Ability to influence and collaborate across teams.
• Resilience and adaptability in a fast-paced environment.
• Commitment to equality, diversity, and customer service excellence.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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