Homelessness Complaints & Enquiries OfficerContract: 2-month rolling agency contract
Working Arrangement: Hybrid (office and home-based working as required)
Recruiter: Aatom Recruitment
Aatom Recruitment is currently seeking an experienced Homelessness Complaints and Enquiries Officer to work on behalf of a local authority. This role sits within Housing Services and focuses on handling complaints and enquiries relating to homelessness services.
About the RoleWestminster City Council is looking for a skilled Complaints and Enquiries Officer to manage, investigate, and respond to complex complaints across homelessness services. This includes complaints relating to statutory homelessness decisions, the housing register, and temporary accommodation.
The successful candidate will manage a varied caseload, ensuring responses are timely, accurate, legally compliant, and delivered with a customer-focused, empathetic, and professional approach. The role is hybrid, combining office-based and home working in line with service needs.
Key Responsibilities*Manage and respond to complaints and enquiries relating to homelessness services
*Handle complaints involving statutory homelessness decisions, housing register applications, and temporary accommodation
*Ensure complaint responses comply with homelessness legislation, statutory guidance, and council policies
*Manage a caseload proactively with minimal supervision, progressing matters efficiently to resolution
*Liaise with service users, internal teams, and external partners via telephone, email, and face-to-face contact
*Accurately record case activity and outcomes using case management systems and spreadsheets
*Gather, assess, and analyse evidence to produce comprehensive and well-reasoned responses
*Communicate clearly and professionally, leading all interactions with empathy and clarity
*Work independently in a fast-paced environment while meeting deadlines and service standards
*Complete all associated administrative tasks to a high standard
Essential Requirements*Proven experience in complaint handling (essential)
*Experience handling complaints relating to homelessness services (essential)
*Experience dealing with complaints involving statutory decision-making, housing register, and temporary accommodation
*Strong working knowledge of homelessness legislation and associated policies
*Excellent written and numerical skills
*Experience using case management systems
*Strong interpersonal and communication skills
*Ability to work effectively under pressure and manage workload independently
Additional Information*No line management responsibilities
*No budget management responsibilities
*Agile and flexible working arrangements apply