Building Control Complaints Resolution Officer

Adecco Portugal; Greater London; Hybrid; GBP 32,000 - 41,000; Full time

Benefits offered by this job

Hybrid work arrangement

Temporary 3-month assignment

Job summary

Adecco are recruiting on behalf of a local authority in London to hire a Building Control Complaint Resolution Officer within the Building Control & Surveying Services team at Perceval House, Ealing.

The temporary 3-month assignment is 35 hours per week, Monday to Friday, hybrid with 2-3 days in the office. The role focuses on managing and resolving Building Control complaints with residents and stakeholders, ensuring timely and thorough responses.

Qualifications

• Experience in complaints handling or customer relations.
• Excellent written communication with detailed complaint responses.
• Strong investigative and analytical abilities.
• Experience with Ombudsman or regulatory complaints is desirable.

Responsibilities

• Manage a caseload of Building Control complaints from start to final resolution.
• Investigate complaints impartially, analysing evidence from service teams.
• Draft clear, professional complaint responses.
• Liaise with residents, councillors, MPs and Ombudsman offices.
• Monitor trends and identify opportunities for service improvement.
• Ensure complaints are recorded, tracked and reported accurately.
• Support compliance with Ombudsman requirements and regulatory processes.
• Contribute to continuous improvement in Building Control services.
• Assist with casework and applications to help prevent future complaints.
• Maintain accurate records in case management systems.

Skills

Complaints handling

Dispute resolution

Customer relations

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 officeThis 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.