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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
- 31 per hour Umbrella
- Remote Working however IT will need to be collected on first day in Croydon
- ASAP start
Key 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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