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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