This is an excellent opportunity for an experienced complaints or customer insight professional who is passionate about service improvement, advocacy for residents, and delivering fair, timely outcomes.
Complaints Officer (Repairs)
Public Sector - Local Authority
Full Time - Monday to Friday, 36 hours per week
Temporary Role - 6 months
Grade 8 - £21.41 per hour PAYE / £28.40 per hour Umbrella
Hybrid Working - 2 days per week in office (flexible)
IT Equipment Provided
ASAP Start
About the Role
As a Complaints Officer, you will play a key role in ensuring that residents' complaints relating to housing repairs are handled thoroughly, fairly, and in line with policy and the Housing Ombudsman Complaints Handling Code.
You will act as an advocate for customers, coordinate responses to complex complaints, and ensure that learning from complaints is embedded into service improvement.
Key Responsibilities
Investigate and manage housing repairs complaints, ensuring timely, high‑quality responses in line with policy and Ombudsman standards
Coordinate complex and high‑risk complaints, including multi‑service case conferences where required
Ensure residents are heard and that all eligible elements of complaints are fully investigated
Challenge the quality and scope of investigations when necessary to achieve the right outcome
Draft clear, customer‑focused responses in plain English
Respond to escalated enquiries, including those from elected representatives or MPs
Monitor complaint trends, identify root causes, and support service improvement initiatives
Ensure learning from complaints is recorded, shared, and implemented across services
Maintain excellent record‑keeping and compliance with data protection requirements
Build effective working relationships with internal teams, partners, and external agencies
What We're Looking For
Essential Experience & Knowledge
Experience handling complaints, or clear evidence of transferable skills
Experience working with the public in potentially stressful or sensitive situations
Experience within social housing or a related public service environment
Understanding of complaints processes, best practice, and relevant legislation
Knowledge of diversity, vulnerability, and equality considerations in service deliverySkills & Abilities
Strong analytical skills, including identifying trends and root causes
Excellent written communication skills, able to explain complex issues clearly
Confidence handling sensitive, complex, or challenging cases
Strong organisational skills and ability to manage competing priorities
Ability to influence and constructively challenge at all levels
A resilient, positive, and customer‑focused approach
Confident using Microsoft Office and complaints/case management systems
Why Apply?
Meaningful work that directly improves residents' lives
Opportunity to influence service improvement and organisational learning
Support from Adecco throughout the assignment
Hybrid working and a collaborative team environment
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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Salary description
£21.41 - £28.40 per hour