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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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