Housing Complaints Resolution Officer (Dartford, Kent)

Adecco; Maidstone; Hybrid; GBP 37,000; Full time

Job summary

A public sector staffing agency in Maidstone is seeking a Housing Complaints Resolution Officer to enhance their customer resolutions team. This full‑time position requires expertise in administrative tasks and housing knowledge, with responsibilities including managing communications with MPs and Councillors, initiating CRM cases, and ensuring timely responses. Candidates must be proactive, organized, and confident in both drafting correspondence and using MS Dynamics. The role is office-based four days a week, with competitive pay up to £36,340 per annum.

Qualifications

• Proven administrative experience with emphasis on housing operations.
• Must be organized, proactive, and confident in communication.
• Experience with CRM systems, particularly MS Dynamics, preferred.

Responsibilities

• Manage the MP and Councillor inbox for timely responses.
• Provide updates and performance information to Senior Leaders.
• Triage messages accurately, ensuring effective routing.
• Initiate cases on MS Dynamics and ensure closure with responses.
• Review and redraft drafted responses for accuracy.
• Maintain ongoing contact post-initial response when necessary.

Skills

Strong administrative background

Housing knowledge

Proactive demeanor

Confidence in drafting

IT literacy for MS Dynamics

Confident telephone manner

Persistence

Job description

Housing Complaints Resolution Officer (Dartford, Kent)

An exciting opportunity has emerged for a Resolutions Assignment Officer to join the Customer Resolutions team at one of Adecco's leading public sector housing clients in a full‑time (35 hours each week, Monday to Friday) role, initially for four months and paying up to £36,340 per annum. This is a key role as our client looks to shape their complaints function to be the best for their customers.

Location & Working Arrangements

Based in our client's Dartford Head Office for at least four days a week (Monday to Thursday with Friday working from home).

Key Responsibilities

• Manage and monitor the MP and Councillor inbox, ensuring that Heads of Service are chased for responses and responses achieve the quality expected.
• Provide proactive updates for MPs as well as weekly performance information with Senior Leaders.
• Escalate cases of concern appropriately and be available to speak to case workers directly.
• Triage messages from MPs/Councillors in Outlook, routing them to appropriate staff and retrieving drafts for final submission.
• Initiate and track cases on the internal CRM (MS Dynamics), ensuring they are closed with recorded responses.
• Review draft responses to confirm they address key concerns raised by MPs/Councillors; redraft and challenge when necessary.
• Ensure ongoing contact is tracked and delivered if required after the initial response.

Qualifications & Skills

Probable fit for someone with a strong administrative background and housing knowledge. The candidate must be super‑organised, proactive, confident drafting, and IT‑literate for MS Dynamics. Telephone manner must be confident and persistence is essential.

Application Requirements

Only applicants who feel they meet the above criteria and who are happy to work in our client’s Dartford office four days each week need apply.