Adecco are seeking an experienced Complaints Officer - Homelessness to join our clients Housing Services team. This is a key role responsible for managing and responding to complaints and member enquiries across Housing Needs, Temporary Accommodation, Homelessness, and related services. You will ensure timely, accurate, and customer-focused responses while working collaboratively with colleagues and senior stakeholders.

Complaints Officer - Homelessness
Public Sector - Local Authority
Temporary Role - to March 2026
Full Time - Monday to Friday, 36 hours per week
£22.41 per hour PAYE / £29.72 per hour Umbrella
Remote Working however IT will need to be collected on first day in Croydon
ASAP startKey Responsibilities

Handle complaints and member enquiries for Housing Needs, Homelessness, Temporary Accommodation, Housing Register, and Reviews.
Issue responses to Stage 1 complaints and member enquiries in line with Local Government & Social Care Ombudsman (LGSCO) standards.
Manage a high-volume caseload, aiming to close 10+ complaints per week within agreed timescales.
Work collaboratively across teams and with senior leadership, including Chief Executive level.
Ensure compliance with legislation, government guidelines, and best practice in complaint handling.
Produce clear, concise reports on complex issues without jargon.

Essential Experience

Complaint handling experience within Housing Needs, Homelessness, Intervention & Prevention.
Experience issuing responses to Stage 1 complaints and member enquiries.
Strong customer service skills and ability to manage high-volume complaints.
Experience working collaboratively across departments and with senior stakeholders.

Essential Skills

Excellent oral and written communication skills.
Strong organisational and project management abilities.
Practical problem-solving skills with a focus on efficiency and value for money.
Ability to influence and build relationships at all levels.
Resilience in managing conflicting priorities and demanding workloads.
Analytical skills to process and interpret data quickly.
Positive attitude to change and commitment to high-quality service delivery.

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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