Complaints Officer - Housing Need & Homelessness

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.

This 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.

• Complaints Officer
• Public Sector - Local Authority
• Temporary Role - 6 months with possible extension
• Full Time - Monday to Friday, 36 hours per week
• £31.65 per hour Umbrella
• Hybrid Working - 2 days per week in office (based in Croydon)
• IT equipment provided
• ASAP start

• Manage and respond to Stage 1 & Stage 2 complaints and member enquiries related to Housing Needs, Homelessness, and Prevention.
• Analyse trends in customer feedback to inform service improvements.
• Develop and maintain strong working relationships across departments to support a culture of continuous improvement.
• Contribute to strategic initiatives by providing insight into customer experience and service performance.
• Ensure compliance with relevant legislation, government guidance, and internal policies.

• Sound understanding of the legislative framework and statutory guidance relating to Housing Needs, Homelessness, and Prevention.
• Familiarity with best practices in complaint handling and customer feedback management.
• Awareness of service improvement strategies within local government and the broader public sector context.

• Excellent verbal communication skills, including the ability to present complex information clearly and confidently.
• Strong written communication skills, with the ability to produce concise, jargon-free reports.
• Proven ability to manage multiple complex projects and competing priorities effectively.
• Analytical and problem-solving skills, with a focus on delivering value for money and service efficiency.
• Resilience and adaptability in high-pressure environments.
• Strong interpersonal and influencing skills, with the ability to engage stakeholders at all levels.
• Creative and innovative approach to service delivery and problem resolution.
• Excellent organisational and facilitation skills.

• Demonstrable experience in handling complaints within Housing Needs, Homelessness, or related services.
• Experience drafting formal responses to complaints and member enquiries.
• Proven ability to work collaboratively with staff at all levels, including senior executives.

Adecco 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.

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