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)
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