Overview
Complaints and Enquiries Officer
London | HybridRate: £40.00 per hour (Umbrella)IR35 Status: InsideInitial Contract Length: 3 MonthsStart Date: 1st MayWorking Hours: 09:00 – 17:00 (36 Hours)
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.
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
Qualifications
- 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
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