Complaints and Enquiries Officer
Posted 4 days ago by Carrington West
£40 Per hour
Inside
Hybrid
Central London
Summary: An experienced Complaints and Enquiries Officer is needed to support a Housing Services team within a local authority in London. The role involves managing and responding to complaints related to homelessness services, ensuring compliance with legislation and policies. This hybrid position requires a strong customer-focused approach and the ability to handle a varied caseload of complex complaints. The successful candidate will work both in the office and remotely as needed.
Key Responsibilities:
- Manage and respond to complaints and enquiries relating to homelessness services
- Handle cases involving statutory homelessness decisions, housing register applications, and temporary accommodation
- Ensure all responses are compliant with homelessness legislation, statutory guidance, and policies
- Proactively manage a caseload with minimal supervision, progressing cases efficiently
- Liaise with service users, internal teams, and external partners via phone, email, and face-to-face
- Accurately record case activity and outcomes on case management systems and spreadsheets
- Gather and analyse information to produce evidence-based responses
Key Skills:
- Proven experience in complaint handling (essential)
- Experience handling complaints within homelessness services (essential)
- Strong knowledge of homelessness legislation and related policies
- Experience dealing with statutory decisions, housing registers, and temporary accommodation
- Experience using case management systems
- Excellent communication and interpersonal skills
- Proactive and self-motivated with the ability to work independently
Salary (Rate): £40.00/hour
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: Other
Complaints and Enquiries Officer
London | Hybrid
Rate: £40.00 per hour (Umbrella)
IR35 Status: Inside
Initial Contract Length: 3 Months
Start Date: 1st May
Working Hours: 09:00 - 17:00 (36 Hours)
Role summary
An experienced Complaints and Enquiries Officer is required to support a Housing Services team within a local authority setting. This role will focus on managing, investigating, and responding to complaints and enquiries relating to homelessness services, including statutory decision-making, the housing register, and temporary accommodation.
You will be responsible for handling a varied caseload of complex complaints, ensuring timely and compliant responses, while maintaining a strong customer-focused approach driven by empathy, professionalism, and clarity. This is a hybrid role requiring a mix of office-based and home working in line with service needs.
What you will do as a Complaints and Enquiries Officer
- Manage and respond to complaints and enquiries relating to homelessness services
- Handle cases involving statutory homelessness decisions, housing register applications, and temporary accommodation
- Ensure all responses are compliant with homelessness legislation, statutory guidance, and policies
- Proactively manage a caseload with minimal supervision, progressing cases efficiently
- Liaise with service users, internal teams, and external partners via phone, email, and face-to-face
- Accurately record case activity and outcomes on case management systems and spreadsheets
- Gather and analyse information to produce evidence-based responses
What you will need as a Complaints and Enquiries Officer
- Proven experience in complaint handling (essential)
- Experience handling complaints within homelessness services (essential)
- Strong knowledge of homelessness legislation and related policies
- Experience dealing with statutory decisions, housing registers, and temporary accommodation
- Experience using case management systems
- Excellent communication and interpersonal skills
- Proactive and self-motivated with the ability to work independently
What's on offer
- Competitive rate of £40.00 per hour (Umbrella)
- Hybrid working arrangement
- Opportunity to work within a busy local authority environment
- Exposure to complex and meaningful housing and homelessness cases
Apply NOW or call Jack on (phone number removed)