Complaints Resolutions Officer

Job Title: Complaints Resolution Officer

Location: Ealing, W5 2HL (Hybrid working available)

Hourly rate £21.33 PAYE / £28.26 Umbrella per hour

Contract Length: 3-month contract (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 35 hours

ASAP Start

? About the Role

As 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.

?? Key Responsibilities

• Investigate and resolve complaints, FOIs, SARs, and Housing Ombudsman enquiries.
• Liaise empathetically with residents, councillors, and internal teams.
• Draft clear, comprehensive responses and ensure compliance with standards.
• Identify lessons learned and contribute to service improvements.
• Maintain accurate records and support performance reporting.

? What We're Looking For

• Strong communication skills and a customer-first mindset.
• Experience in complaint handling or dispute resolution.
• Ability to manage sensitive information and work independently.
• High attention to detail and analytical thinking.
• IT proficiency and a commitment to continuous improvement.

Desirable: Experience in a housing (landlord) environment.

? Performance Goals

• Respond to 90% of Stage 1 complaints within 10 working days.
• Respond to 90% of Stage 2 complaints within 20 working days.
• Meet all Housing Ombudsman deadlines.
• Contribute to improved tenant satisfaction.

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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