Complaints and Enquiries Officer

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) Role summary 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. What you will do as a Complaints and Enquiries Officer - 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 What you will need as a Complaints and Enquiries Officer - 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 Apply NOW or call Jack on (phone number removed)