Complaints and Enquiries Officer

Carrington West; Greater London; Hybrid; GBP 71,788,000 - 102,244,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Carrington West in London is seeking a Complaints and Enquiries Officer to manage housing disrepair complaints and respond to residents and members. The role involves investigation of Stage 1 issues, coordinating with contractors, and delivering clear written responses.

You will also support FOI and Subject Access Requests within a hybrid East London setting. The position emphasizes thorough information gathering, policy checks, and strong communication to ensure satisfactory outcomes for

Qualifications

• Experience handling complaints, ideally in housing/local government.
• Experience with housing disrepair cases is highly beneficial.
• Excellent written communication for formal responses in clear language.
• Strong information gathering and analytical skills to verify policies.
• Confidence in unscripted telephone conversations to gather case details.
• Strong relationship-building with residents, teams, contractors and partners.
• Negotiation and influencing skills when dealing with residents and stakeholders.

Responsibilities

• Manage and investigate Stage 1 housing complaints, focusing on disrepair cases.
• Own escalated and complex customer issues, investigating and resolving.
• Collaborate with contractors and housing teams to determine required actions.
• Conduct unscripted telephone conversations to gather information.
• Review case materials to ensure policy and process compliance.
• Produce clear and professional written complaint responses in plain English.
• Support Members' Enquiries and Freedom of Information/Subject Access Requests.

Skills

Complaint handling

Housing disrepair

Written communication

Investigation

Stakeholder engagement

Phone conversations

Policy compliance

FOI requests

Job description

Complaints and Enquiries Officer

East London | Hybrid - 1 day in office, 4 days remote
Rate: £32.83 per hour Umbrella
Initial Contract Length: 3 months
Working Hours: 36 hours per week
IR35 Status: Inside IR35

Role summary

You will provide a comprehensive and effective complaint handling and resolution service for residents, with a particular focus on housing disrepair complaints. You will investigate Stage 1 Housing Management and Assets complaints, working closely with contractors and internal teams to resolve issues and deliver satisfactory outcomes for residents.

You will also support the delivery of high-quality responses to Members' Enquiries, Freedom of Information requests and Subject Access Requests.

What you will do as a Complaints and Enquiries Officer

• Manage and investigate Stage 1 housing complaints, with a particular focus on housing disrepair cases.
• Take ownership of escalated and complex customer issues, investigating concerns and working towards effective resolutions.
• Work closely with contractors, housing teams and other stakeholders to investigate complaints and establish what action is required.
• Hold unscripted telephone conversations with residents and relevant parties to gather information and fully understand individual cases.
• Review case information to establish whether policies and processes have been followed correctly.
• Produce clear, accurate and professional written complaint responses, explaining complex issues in plain English.
• Respond to Members' Enquiries and support Freedom of Information and Subject Access Requests.

What you will need as a Complaints and Enquiries Officer

• Demonstrable experience of complaint handling, ideally within housing, local government or a similar environment.
• Experience dealing with housing disrepair complaints would be highly beneficial.
• Excellent written communication skills with the ability to produce formal complaint responses about complex issues in clear, accessible language.
• Strong information-gathering and analytical skills, with the ability to determine whether relevant policies and processes have been correctly followed.
• Confidence conducting unscripted telephone conversations to obtain the information required to investigate complaints.
• Strong relationship-building skills with the ability to engage effectively with residents, colleagues, contractors and wider stakeholders.
• Demonstrable negotiation and influencing skills when dealing with residents, internal teams and external partners.

What's on offer

• £32.83 per hour Umbrella
• 3-month initial contract
• 37 hours per week
• Hybrid working - 1 day in the East London office and 4 days remote
• Opportunity to work on complex housing complaints and make a direct impact on the service provided to residents.