Complaints Officer - Homelessness Prevention Team

Adecco; Croydon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A recruitment agency is seeking a highly capable Complaints Officer for a key role in Croydon. The position focuses on enhancing service delivery through effective complaint resolution and stakeholder engagement. The ideal candidate will manage Housing Needs complaints, provide expert advice, and support continuous improvement initiatives within the local authority context. Strong understanding of complaints processes and housing legislation is essential.

Qualifications

• Strong understanding of local government complaints processes.
• Experience in Housing Needs or similar setting.
• Knowledge of housing legislation and complaint handling codes.

Responsibilities

• Lead and manage Housing Needs complaints, ensuring adherence to corporate policies.
• Investigate and respond to complex complaints, including Stage 2 and Ombudsman cases.
• Provide expert advice on complaint resolution including compensation recommendations.

Skills

Analytical skills

Communication

Collaboration

Problem-solving

Customer service excellence

Job description

Overview

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.

Responsibilities

• 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.

What We\'re Looking For

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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