Housing Complaints and Enquiries Officer

We are working closely alongside a Local Authority in Waltham Forest to assist with the appointment of a Housing Complaints and Enquiries Officer, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £24.12 - £31.83 per Hour

Summary:

We are looking for an experienced Housing Complaints and Enquiries Officer to provide a high-quality complaints and enquiries service within Housing. You will manage Stage 1 Housing Management and Assets complaints, work closely with contractors and internal teams to resolve issues, and ensure residents receive timely, fair, and customer-focused outcomes. The role also involves responding to Members' Enquiries, Freedom of Information (FOI) requests, and Subject Access Requests (SARs).

Responsibilities:

• Manage and investigate Stage 1 Housing Management and Assets complaints.
• Liaise with contractors, residents, and internal teams to resolve complaints effectively.
• Draft clear, professional complaint responses in plain English.
• Respond to Members' Enquiries, Freedom of Information (FOI), and Subject Access Requests (SARs).
• Gather, analyse, and evaluate information to support complaint investigations and recommendations.

Qualification:

• GCSEs (or equivalent) including English and Maths.
• Relevant qualification in Customer Service, Business Administration, Housing, or a related field or equivalent demonstrable experience.

Essentials:

• Experience handling customer complaints in a customer-focused environment.
• Experience conducting unscripted telephone conversations to gather information.
• Excellent written communication skills, including drafting formal complaint responses.
• Strong investigation, analytical, and problem-solving skills.
• Ability to build relationships and work collaboratively with residents, contractors, and colleagues.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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