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.\n\nComplaints Officer - Homelessness\nPublic Sector - Local Authority\nTemporary Role - to March 2026\nFull Time - Monday to Friday, 36 hours per week\n£22.41 per hour PAYE / £29.72 per hour Umbrella\nRemote Working however IT will need to be collected on first day in Croydon\nASAP startKey Responsibilities\n\nHandle complaints and member enquiries for Housing Needs, Homelessness, Temporary Accommodation, Housing Register, and Reviews.\nIssue responses to Stage 1 complaints and member enquiries in line with Local Government & Social Care Ombudsman (LGSCO) standards.\nManage a high-volume caseload, aiming to close 10+ complaints per week within agreed timescales.\nWork collaboratively across teams and with senior leadership, including Chief Executive level.\nEnsure compliance with legislation, government guidelines, and best practice in complaint handling.\nProduce clear, concise reports on complex issues without jargon.\n\nEssential Experience\n\nComplaint handling experience within Housing Needs, Homelessness, Intervention & Prevention.\nExperience issuing responses to Stage 1 complaints and member enquiries.\nStrong customer service skills and ability to manage high-volume complaints.\nExperience working collaboratively across departments and with senior stakeholders.\n\nEssential Skills\n\nExcellent oral and written communication skills.\nStrong organisational and project management abilities.\nPractical problem-solving skills with a focus on efficiency and value for money.\nAbility to influence and build relationships at all levels.\nResilience in managing conflicting priorities and demanding workloads.\nAnalytical skills to process and interpret data quickly.\nPositive attitude to change and commitment to high-quality service delivery.

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