Complaints Resolution Officer

Adecco Portugal; Ealing; Hybrid; GBP 41,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Adecco is recruiting on behalf of a London Local Authority for an experienced Complaints Resolution Officer to join their Housing team. You will take ownership of a caseload of housing complaints, ensuring residents receive timely, fair and high-quality responses.

Working closely with housing services, managers and key stakeholders, you will investigate complaints, draft responses and identify learning opportunities to improve service delivery.

Qualifications

• Experience in complaints handling, dispute resolution or customer relations.
• Excellent written communication and ability to draft high-quality response letters.
• Strong investigative and analytical abilities and attention to detail.
• Calm, empathetic and professional approach with strong customer service.
• Experience handling sensitive or complex cases in housing/public sector is advantageous.

Responsibilities

• Manage and resolve a caseload of housing complaints from receipt through to final response.
• Investigate complaints, gather evidence and liaise with service teams.
• Draft clear, comprehensive and professional complaint responses.
• Provide guidance to residents throughout the complaints process.
• Ensure complaints are logged, tracked and managed within agreed timescales.
• Identify trends, lessons learned and opportunities for service improvement.
• Support responses to Ombudsman enquiries and monitor implementation of recommendations.
• Produce reports and analyses relating to complaint performance and outcomes.
• Build relationships with residents, councillors, MPs and internal stakeholders.

Skills

Complaint handling

Investigative skills

Analytical ability

Customer service

Organisational skills

IT skills

Tools

Microsoft Office

Job description

Adecco is recruiting on behalf of a London Local Authority for an experienced Complaints Resolution Officer to join their Housing 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

This is an excellent opportunity for a customer-focused professional with strong complaint handling experience to make a positive impact for residents and help drive service improvement.

The Role

You will take ownership of a caseload of housing complaints, ensuring residents receive timely, fair and high-quality responses. Working closely with housing services, managers and key stakeholders, you will investigate complaints, draft responses and identify learning opportunities to improve service delivery.

Key Responsibilities

• Manage and resolve a caseload of housing complaints from receipt through to final response.
• Investigate complaints thoroughly, gathering evidence and liaising with service teams.
• Draft clear, comprehensive and professional complaint responses.
• Provide support and guidance to residents throughout the complaints process.
• Ensure complaints are logged, tracked and managed within agreed timescales.
• Identify trends, lessons learned and opportunities for service improvement.
• Support responses to Ombudsman enquiries and monitor implementation of recommendations.
• Produce reports and analysis relating to complaint performance and outcomes.
• Build effective relationships with residents, councillors, MPs and internal stakeholders.

About You

• Previous experience in complaints handling, dispute resolution or customer relations.
• Excellent written communication skills, with the ability to draft high-quality response letters.
• Strong investigative and analytical abilities.
• Exceptional customer service skills with a calm, empathetic and professional approach.
• Experience handling sensitive and complex cases.
• Strong organisational skills and attention to detail.
• Good IT skills, including Microsoft Office applications.
• Experience within housing, local government or the public sector would be highly advantageous.
• Knowledge of Ombudsman complaint handling processes is desirable.

Why Apply?

• Competitive hourly rates.
• Opportunity to work within a respected Local Authority.
• Meaningful role supporting residents and improving housing services.
• Hybrid working opportunities may be available, subject to business requirements.

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

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