Building Control Complaints Resolution Officer

Adecco Portugal; Ealing; Hybrid; GBP 42,000 - 55,000; Part time

Job summary

Adecco Group UK & Ireland is recruiting for a Building Control Complaint Resolution Officer to support the local authority’s Building Control & Surveying Services in Ealing.

You will manage a varied caseload, guide complainants through the process, conduct investigations, gather evidence and draft high-quality responses that address concerns and comply with regulatory requirements.

Qualifications

• Proven experience in complaints handling, dispute resolution or customer relations.
• Excellent written communication skills with experience producing detailed complaint responses.
• Strong investigative and analytical abilities.
• Experience dealing with difficult, sensitive or escalated cases.
• Outstanding customer service skills and the ability to demonstrate empathy.
• Strong organisational skills with excellent attention to detail.
• The ability to remain calm and professional under pressure.
• Experience working within a local authority, housing, regulatory or public-sector environment (highly desirable).
• Experience dealing with Ombudsman or regulatory complaints (desirable).

Responsibilities

• Manage a caseload of Building Control complaints from initial receipt through to final resolution.
• Investigate complaints thoroughly and impartially, analysing evidence and information received from service teams.
• Draft clear, professional and comprehensive complaint responses.
• Liaise with residents, councillors, MPs, Ombudsman offices and other stakeholders.
• Monitor complaint trends and identify opportunities for service improvement.
• Ensure complaints are recorded, tracked and reported accurately. Support compliance with Ombudsman and regulatory complaint handling requirements.
• Contribute to continuous improvement initiatives within Building Control services.
• Assist with Building Control casework and applications to help prevent future complaints.
• Maintain accurate records within case management and back-office systems.

Skills

Complaints handling

Written communication

Investigative skills

Customer service

Organisational skills

Calm under pressure

Public sector experience

Ombudsman handling

Education

None

Job description

Adecco are recruiting on behalf of a local authority for a Building Control Complaint Resolution Officer to join their Building Control & Surveying Services team.

Perceval House, Ealing

£23.05 per hour PAYE / £30.09 per hour Umbrella

35 hours per week | Monday to Friday

Temporary Assignment initially for 3 months

Hybrid role - 2-3 days per week in the office

This is an exciting opportunity for a highly organised and customer-focused individual to take ownership of a varied caseload of Building Control complaints, working closely with residents, councillors, service managers, Ombudsman offices and other stakeholders to deliver fair, thorough and timely resolutions.

About the Role

The successful candidate will play a vital role in managing and investigating complaints relating to Building Control services. You will be responsible for guiding complainants through the process, conducting investigations, gathering evidence and drafting high-quality responses that clearly address concerns and comply with regulatory requirements.

You will deal with a range of sensitive and complex issues, including escalated complaints, alleged service failures and cases involving Ombudsman enquiries.

Key Responsibilities

• Manage a caseload of Building Control complaints from initial receipt through to final resolution.
• Investigate complaints thoroughly and impartially, analysing evidence and information received from service teams.
• Draft clear, professional and comprehensive complaint responses.
• Liaise with residents, councillors, MPs, Ombudsman offices and other stakeholders.
• Monitor complaint trends and identify opportunities for service improvement.
• Ensure complaints are recorded, tracked and reported accurately.Support compliance with Ombudsman and regulatory complaint handling requirements.
• Contribute to continuous improvement initiatives within Building Control services.
• Assist with Building Control casework and applications to help prevent future complaints.
• Maintain accurate records within case management and back-office systems.

About You

We're looking for someone who has:

• Proven experience in complaints handling, dispute resolution or customer relations
• Excellent written communication skills with experience producing detailed complaint responses
• Strong investigative and analytical abilities
• Experience dealing with difficult, sensitive or escalated cases
• Outstanding customer service skills and the ability to demonstrate empathy
• Strong organisational skills with excellent attention to detail
• The ability to remain calm and professional under pressure
• Experience working within a local authority, housing, regulatory or public-sector environment (highly desirable)
• Experience dealing with Ombudsman or regulatory complaints (desirable)

The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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