Specialist Officer

Homelessness Complaints and Enquiries Officer

Westminster

Contract
£40.00 per hour limited paid via umbrella company inside IR35

Our client is looking for an experienced is looking for a Homelessness Complaints and Enquiries Officer

Hybrid (office and home-based working as required)

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.

This is one of many opportunities we are currently recruiting for please visit our website colbernlimited co uk for more jobs.

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

PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients

are an equal opportunities employer