Adecco are recruiting on behalf of a large public sector organisation for a Complaints Officer (Repairs) to support the effective management of housing repairs complaints and improve resident experience.
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 RoleAs 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 ForEssential 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 delivery
Skills & 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



























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