Homelessness Complaints & Enquires Officer

Westminster Council is offering an initial temporary contract of 3–6 months, with potential for permanent employment, for a Homelessness Complaints & Enquiries Officer.

Location: SW1E6QP (Hybrid)

Responsibilities

• Manage and respond to complaints and enquiries relating to homelessness services.
• Handle complaints covering statutory homelessness decisions, housing register applications, and temporary accommodation.
• Ensure complaint responses comply with homelessness legislation, statutory guidance, and council policies.
• Manage a caseload proactively with minimal supervision, progressing cases efficiently to resolution.
• Liaise with service users, internal teams, and external partners via email, telephone, and face‑to‑face contact.
• Accurately record all case activity and outcomes within case management systems and relevant spreadsheets.

Qualifications

• Proven experience in complaint handling (mandatory).
• Experience handling complaints relating to homelessness services (mandatory).
• Experience dealing with complaints involving statutory decision‑making, housing register, and temporary accommodation.

Rate is negotiable dependent upon experience.

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