Perceval House, Ealing
£23.05 per hour PAYE / £30.09 per hour Umbrella
35 hours per week | Monday to Friday
Temporary Assignment initially for 3 months
Hybrid role - 2-3 days per week in the officeThis is an exciting opportunity for a highly organised and customer-focused individual to take ownership of a varied caseload of Building Control complaints, working closely with residents, councillors, service managers, Ombudsman offices and other stakeholders to deliver fair, thorough and timely resolutions.
About the Role
The successful candidate will play a vital role in managing and investigating complaints relating to Building Control services. You will be responsible for guiding complainants through the process, conducting investigations, gathering evidence and drafting high-quality responses that clearly address concerns and comply with regulatory requirements.
You will deal with a range of sensitive and complex issues, including escalated complaints, alleged service failures and cases involving Ombudsman enquiries.
Key Responsibilities
Manage a caseload of Building Control complaints from initial receipt through to final resolution.
Investigate complaints thoroughly and impartially, analysing evidence and information received from service teams.
Draft clear, professional and comprehensive complaint responses.
Liaise with residents, councillors, MPs, Ombudsman offices and other stakeholders.
Monitor complaint trends and identify opportunities for service improvement.
Ensure complaints are recorded, tracked and reported accurately.
Support compliance with Ombudsman and regulatory complaint handling requirements.
Contribute to continuous improvement initiatives within Building Control services.
Assist with Building Control casework and applications to help prevent future complaints.
Maintain accurate records within case management and back-office systems.About You
We're looking for someone who has:
Proven experience in complaints handling, dispute resolution or customer relations
Excellent written communication skills with experience producing detailed complaint responses
Strong investigative and analytical abilities
Experience dealing with difficult, sensitive or escalated cases
Outstanding customer service skills and the ability to demonstrate empathy
Strong organisational skills with excellent attention to detail
The ability to remain calm and professional under pressure
Experience working within a local authority, housing, regulatory or public-sector environment (highly desirable)
Experience dealing with Ombudsman or regulatory complaints (desirable)Interested?
Apply today with your CV or contact Adecco for more information about this exciting Complaints Resolution Officer opportunity.
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Salary description
£23.05 - £30.09 per hour