Complaints and Enquiries Officer

Complaints and Enquiries Officer

East London | Hybrid - 1 day in office, 4 days remote Rate: £32.83 per hour Umbrella Initial Contract Length: 3 months Working Hours: 36 hours per week IR35 Status: Inside IR35

Role summary

You will provide a comprehensive and effective complaint handling and resolution service for residents, with a particular focus on housing disrepair complaints. You will investigate Stage 1 Housing Management and Assets complaints, working closely with contractors and internal teams to resolve issues and deliver satisfactory outcomes for residents.

You will also support the delivery of high-quality responses to Members' Enquiries, Freedom of Information requests and Subject Access Requests.

What you will do as a Complaints and Enquiries Officer

• Manage and investigate Stage 1 housing complaints, with a particular focus on housing disrepair cases.
• Take ownership of escalated and complex customer issues, investigating concerns and working towards effective resolutions.
• Work closely with contractors, housing teams and other stakeholders to investigate complaints and establish what action is required.
• Hold unscripted telephone conversations with residents and relevant parties to gather information and fully understand individual cases.
• Review case information to establish whether policies and processes have been followed correctly.
• Produce clear, accurate and professional written complaint responses, explaining complex issues in plain English.
• Respond to Members' Enquiries and support Freedom of Information and Subject Access Requests.

What you will need as a Complaints and Enquiries Officer

• Demonstrable experience of complaint handling, ideally within housing, local government or a similar environment.
• Experience dealing with housing disrepair complaints would be highly beneficial.
• Excellent written communication skills with the ability to produce formal complaint responses about complex issues in clear, accessible language.
• Strong information-gathering and analytical skills, with the ability to determine whether relevant policies and processes have been correctly followed.
• Confidence conducting unscripted telephone conversations to obtain the information required to investigate complaints.
• Strong relationship-building skills with the ability to engage effectively with residents, colleagues, contractors and wider stakeholders.
• Demonstrable negotiation and influencing skills when dealing with residents, internal teams and external partners.

What's on offer

• £32.83 per hour Umbrella
• 3-month initial contract
• 37 hours per week
• Hybrid working - 1 day in the East London office and 4 days remote
• Opportunity to work on complex housing complaints and make a direct impact on the service provided to residents.

Apply for the Complaints and Enquiries Officer role

Apply today or contact your recruitment consultant to discuss the Complaints and Enquiries Officer opportunity in more detail