Job Description
Adecco are seeking a highly capable and motivated Complaints Officer to join our Local Authority clients Housing Needs, Homelessness, and Prevention team. This is a key role focused on enhancing service delivery through effective complaint resolution, stakeholder engagement, and continuous improvement initiatives.\n\nAbout the Role\n\nThis position plays a critical role in ensuring that customer feedback is handled with professionalism, empathy, and efficiency. You will be responsible for managing complex complaints, responding to member enquiries, and identifying opportunities to improve service quality and operational effectiveness.
The role requires close collaboration with colleagues across all levels of the organisation, including senior leadership.\n\nComplaints Officer\nPublic Sector - Local Authority\nTemporary Role - 6 months with possible extension\nFull Time - Monday to Friday, 36 hours per week\n£31.65 per hour Umbrella\nHybrid Working - 2 days per week in office (based in Croydon)\nIT equipment provided \nASAP start\n\nKey Responsibilities\n\nManage and respond to Stage 1 & Stage 2 complaints and member enquiries related to Housing Needs, Homelessness, and Prevention.\nAnalyse trends in customer feedback to inform service improvements.\nDevelop and maintain strong working relationships across departments to support a culture of continuous improvement.\nContribute to strategic initiatives by providing insight into customer experience and service performance.\nEnsure compliance with relevant legislation, government guidance, and internal policies.\n\nEssential Knowledge\n\nSound understanding of the legislative framework and statutory guidance relating to Housing Needs, Homelessness, and Prevention.\nFamiliarity with best practices in complaint handling and customer feedback management.\nAwareness of service improvement strategies within local government and the broader public sector context.\n\nEssential Skills and Abilities\n\nExcellent verbal communication skills, including the ability to present complex information clearly and confidently.\nStrong written communication skills, with the ability to produce concise, jargon-free reports.\nProven ability to manage multiple complex projects and competing priorities effectively.\nAnalytical and problem-solving skills, with a focus on delivering value for money and service efficiency.\nResilience and adaptability in high-pressure environments.\nStrong interpersonal and influencing skills, with the ability to engage stakeholders at all levels.\nCreative and innovative approach to service delivery and problem resolution.\nExcellent organisational and facilitation skills.\n\nEssential Experience\n\nDemonstrable experience in handling complaints within Housing Needs, Homelessness, or related services.\nExperience drafting formal responses to complaints and member enquiries.\nProven ability to work collaboratively with staff at all levels, including senior executives. \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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