Complaints Officer - Homelessness

Adecco are seeking an experienced Complaints Officer - Homelessness to join our clients Housing Services team. This is a key role responsible for managing and responding to complaints and member enquiries across Housing Needs, Temporary Accommodation, Homelessness, and related services. You will ensure timely, accurate, and customer-focused responses while working collaboratively with colleagues and senior stakeholders.

• Complaints Officer - Homelessness
• Public Sector - Local Authority
• Temporary Role - to March 2026
• Full Time - Monday to Friday, 36 hours per week
• 22.41 per hour PAYE / 29.72 per hour Umbrella
• Remote Working however IT will need to be collected on first day in Croydon
• ASAP start

Key Responsibilities

• Handle complaints and member enquiries for Housing Needs, Homelessness, Temporary Accommodation, Housing Register, and Reviews.
• Issue responses to Stage 1 complaints and member enquiries in line with Local Government & Social Care Ombudsman (LGSCO) standards.
• Manage a high-volume caseload, aiming to close 10+ complaints per week within agreed timescales.
• Work collaboratively across teams and with senior leadership, including Chief Executive level.
• Ensure compliance with legislation, government guidelines, and best practice in complaint handling.
• Produce clear, concise reports on complex issues without jargon.

• Complaint handling experience within Housing Needs, Homelessness, Intervention & Prevention.
• Experience issuing responses to Stage 1 complaints and member enquiries.
• Strong customer service skills and ability to manage high-volume complaints.
• Experience working collaboratively across departments and with senior stakeholders.

• Excellent oral and written communication skills.
• Strong organisational and project management abilities.
• Practical problem-solving skills with a focus on efficiency and value for money.
• Ability to influence and build relationships at all levels.
• Resilience in managing conflicting priorities and demanding workloads.
• Analytical skills to process and interpret data quickly.
• Positive attitude to change and commitment to high-quality service delivery.

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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