Homelessness Complaints and Enquiries Officer - Westminster

WILL REQUIRE AN ADULTS DBS AND 5 YEARS REFERENCES
Job Title: Complaints and Enquiries Officer
Organisation: Westminster City Council
Rate: £40.00 per hour (Umbrella)
Working Arrangement: Hybrid (office and home-based working as required)
Contract Type: Agency / Temporary

About the Role
Westminster City Council is seeking an experienced Complaints and Enquiries Officer to support our Housing Services team. 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.
The successful candidate will manage a varied caseload of complex complaints, ensuring timely, thorough, and compliant responses while maintaining a strong customer-focused approach led by empathy, professionalism, and clarity.
This post is hybrid and will require working across council office locations and home working in line with business needs.

Key Responsibilities

Manage and respond to complaints and enquiries relating to homelessness services
Handle complaints covering statutory homelessness decisions, housing register applications, and temporary accommodation
Ensure complaint responses are compliant with homelessness legislation, statutory guidance, and council policies
Manage a caseload proactively with minimal supervision, progressing cases efficiently to resolution
Liaise with service users, internal teams, and external partners via email, telephone, and face-to-face contact
Accurately record all case activity and outcomes within case management systems and relevant spreadsheets
Gather, assess, and analyse information to ensure comprehensive, evidence-based responses
Communicate clearly and effectively, leading all customer interactions with empathy and understanding
Independently drive workloads forward in a fast-paced environment
Complete all associated administrative tasks to a high standard, ensuring records are clear, concise, and compliant

What We Are Looking For
Essential Requirements:

Proven experience in complaint handling (mandatory)
Experience handling complaints relating to homelessness services (mandatory)
Experience dealing with complaints involving statutory decision-making, housing register, and temporary accommodation
Strong working knowledge of homelessness legislation and associated policies
Strong written and numerical skills
Experience using case management systems
Excellent interpersonal and communication skills
Ability to operate effectively in a fast-paced environment
A proactive, self-motivated approach with the ability to manage work independently

Additional Information

No budget management responsibilities
No line management responsibilities
Agile and flexible working arrangements apply

Why Join Westminster City Council?
This role offers the opportunity to work within a high-profile local authority, contributing to the effective resolution of complaints that directly impact residents' housing experiences. Westminster City Council values high-quality, legally compliant work delivered with compassion, accountability, and professionalism.

To apply reach out to me on :

02030471496

Eden Brown Synergy is an equal opportunities employer.

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