Job Description
Job Title: Complaints Resolution Officer\n\nLocation: Ealing, W5 2HL (Hybrid working available)\n\nHourly rate £21.33 PAYE / £28.26 Umbrella per hour\n\nContract Length: 3-month contract (possibility of extension)\n\nWorking Pattern: Full Time, Monday - Friday, 35 hours\n\nASAP Start\n\n🏡 About the Role\n\nAs a Complaints Resolution Officer, you'll be at the heart of our mission to improve residents' experiences. You'll lead on resolving complaints and enquiries from residents and elected members, ensuring high-quality, empathetic, and timely responses. Your work will directly contribute to service improvements and increased satisfaction across our Housing & Environment services.\n\n🔍 Key Responsibilities\n\nInvestigate and resolve complaints, FOIs, SARs, and Housing Ombudsman enquiries.\nLiaise empathetically with residents, councillors, and internal teams.\nDraft clear, comprehensive responses and ensure compliance with standards.\nIdentify lessons learned and contribute to service improvements.\nMaintain accurate records and support performance reporting.
\n\n✅ What We're Looking For\n\nStrong communication skills and a customer-first mindset.\nExperience in complaint handling or dispute resolution.\nAbility to manage sensitive information and work independently.\nHigh attention to detail and analytical thinking.\nIT proficiency and a commitment to continuous improvement.Desirable: Experience in a housing (landlord) environment.\n\n🎯 Performance Goals\n\nRespond to 90% of Stage 1 complaints within 10 working days.\nRespond to 90% of Stage 2 complaints within 20 working days.\nMeet all Housing Ombudsman deadlines.\nContribute to improved tenant satisfaction. \n\nAdecco 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.\n\nBy applying for this role your details will be submitted to Adecco.
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