Complaints and Enquiries Officer

Overview

Complaints and Enquiries Officer

London Hybrid
Rate: £40.00 per hour (Umbrella)
IR35 Status: Inside
Initial Contract Length: 3 Months
Start Date: 1st May
Working Hours: 09:00 - 17:00 (36 Hours)

An experienced Complaints and Enquiries Officer is required to support a Housing Services team within a local authority setting. This role will focus on managing, investigating, and responding to complaints and enquiries relating to homelessness services, including statutory decision-making, the housing register, and temporary accommodation.

You will be responsible for handling a varied caseload of complex complaints, ensuring timely and compliant responses, while maintaining a strong customer-focused approach driven by empathy, professionalism, and clarity. This is a hybrid role requiring a mix of office-based and home working in line with service needs.

Responsibilities

• Manage and respond to complaints and enquiries relating to homelessness services
• Handle cases involving statutory homelessness decisions, housing register applications, and temporary accommodation
• Ensure all responses are compliant with homelessness legislation, statutory guidance, and policies
• Proactively manage a caseload with minimal supervision, progressing cases efficiently
• Liaise with service users, internal teams, and external partners via phone, email, and face-to-face
• Accurately record case activity and outcomes on case management systems and spreadsheets
• Gather and analyse information to produce evidence-based responses

Qualifications

• Proven experience in complaint handling (essential)
• Experience handling complaints within homelessness services (essential)
• Strong knowledge of homelessness legislation and related policies
• Experience dealing with statutory decisions, housing registers, and temporary accommodation
• Experience using case management systems
• Excellent communication and interpersonal skills
• Proactive and self-motivated with the ability to work independently

What's on offer

• Competitive rate of £40.00 per hour (Umbrella)
• Hybrid working arrangement
• Opportunity to work within a busy local authority environment
• Exposure to complex and meaningful housing and homelessness cases