33 jobs found

Job Title: Admin Support Officer Department: Administrative Fire Delivery Team Location: Head Office, 45 Westminster Bridge Road, London, SE1 7JB Job Type: Temporary Pay Rate: £16.04 per hour Start Date: 24 April 2026 End Date: 24 December 2026 Working Hours: Monday to Friday 09:00 - 17:00 (7 hours per day) Unpaid break included About the Role This Support Officer role sits within the wider FRA (Fire Risk Assessment) Delivery Team and plays a key role in supporting service delivery, with a strong focus on customer liaison, satisfaction, and continuous improvement . You will provide essential back-office support to the Surveying & Voids Team while ensuring customers are kept informed before, during, and after works. A proactive, customer-focused approach is essential. Purpose of the Role Provide administrative and operational support to the Surveying & Voids Team Support delivery of programmes and projects Act as a key point of contact for residents, ensuring clear and consistent communication Contribute to high levels of customer satisfaction and service delivery Key Responsibilities Customer & Stakeholder Engagement Deliver excellent customer service to all stakeholders Build and maintain relationships with internal teams, residents, contractors, and external agencies Respond to enquiries and resolve issues in a professional and timely manner Ensure customers are regularly updated on progress of works Administrative & Coordination Support Manage correspondence (emails, calls, enquiries, post handling) Maintain accurate systems, databases, and records to meet KPIs Provide general administrative support across teams Arrange meetings, training sessions, and take minutes where required Maintain filing systems and ensure information is accessible Project & Programme Support Assist in preparing and tracking project programmes (using Microsoft Project/Excel) Monitor progress of works and liaise with contractors/supply chain Raise and manage work orders, ensuring completion within targets Support coordination of works from start through to defects liability period Complaints & Reporting Support the Complaints Team with investigations and responses Prepare reports using Microsoft tools and internal systems Analyse and manage data from multiple sources Finance & Office Support Process invoices accurately and in a timely manner Manage incoming and outgoing post Promote good office and IT housekeeping Health & Safety Follow all Health & Safety policies and procedures Potentially act as Fire Warden or First Aider if required Key Requirements Strong administrative experience Excellent communication and customer service skills Ability to manage workload, prioritise tasks, and meet deadlines High attention to detail and ability to multitask Strong IT skills (Microsoft Office, databases, email systems) Experience working with housing/repairs or asset systems (desirable) Experience coordinating projects or programmes Ability to work independently and use initiative Desirable Experience Experience in complaints handling Experience with contractors, residents, and external stakeholders Diary management and scheduling Exposure to legal or compliance-related cases Additional Information Office-based role Inside IR35 May require occasional work outside normal hours Opportunity to work within a large housing organisation Why Apply? This is an excellent opportunity to gain valuable experience within a respected organisation like Peabody, developing your administrative, coordination, and customer service skills in a fast-paced environment.

Housing Complaints / Resolutions Officer Role Housing Solutions Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries City of London Hybrid Working Stage 2 Complaints 28ph Umbrella 3 month contract to start ASAP - extension possible We have a fantastic new job opportunity for a Stage 2 Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills. Working as the Stage 2 Complaints Investigator / Escalation Caseworker you will be part of a dedicated Complaints division and will be tasked with investigating and resolving all Stage 2 complaints, in a fair & impartial manner. As the Stage 2 Complaints Investigator / Escalation Caseworker you will have a sound understanding of the regulatory timescales, and deadlines, associated with complex complaint resolution, and will be required to take case ownership (until resolution) and conduct a comprehensive investigation, using all available information and documentation, including leading case reviews of the complaint process at Stage 1. DUTIES Your duties as a Stage 2 Complaints Investigator / Escalation Caseworker will include: Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to the service standards and meeting the diverse needs of the customer Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, understanding that Stage 2 is the final stage for resolution Acknowledge and resolve complaints by leading on high quality responses Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress Key skills: Handling large case loads Liaising with Solicitors/Contractor's Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service. Take responsibility for your own learning and development Excellent PC skills including Microsoft Word and Excel Excellent verbal and writing skills

Complaints Officer Hackney E8 On-Site 3 Months ASAP Start 219.83 to 254 a day (Umbrella Rate) 158.86 to 188.55 a day (PAYE Rate) Are you a proactive problem-solver with a strong background in performance and complaints management? We are looking for a Complaints Officer to join Hackney Council The Role As a Complaints Officer, you will play a crucial role in ensuring the organisation delivers high-quality, value-for-money services. You will work with services and managers across directorates, often contributing to varied work or projects at one time. Key Responsibilities: Investigate and Manage Complaints: Conduct investigations into corporate and ombudsman complaints, and manage responses to Members' Enquiries. This includes investigating more complex, sensitive, and corporate/ombudsman complaints. Drive Service Improvement: Use the reasons for complaints occurring to drive improvements, identifying where service failures and inefficiencies create demand for services. Provide analysis of complaints to inform and shape service reviews and improvements. Performance Management Support: Support services in fulfilling the performance management framework and provide assurance that adequate performance systems are in place to meet corporate and statutory requirements. Data Analysis & Insight: Critically analyse data from various sources (financial, performance, customer feedback) to give managers insight into performance issues and identify actions to address them. Leadership and Quality Assurance: Lead on work streams and projects that involve managing the input of others from across the organisation, and potentially partners. You will also be responsible for checking and quality assuring the work of others. About You You will need to be flexible, adaptable, and able to develop strong working relationships with a wide range of managers and services. Knowledge and Experience: Candidates must be able to evidence experience delivering positive outcomes in at least one of the following contexts: Complaints investigations/learning from complaints Experience of handing stage 1 & 2 complaints Performance management Business process analysis and re-design Risk analysis Value for money assessment and analysis Service review and improvement Desirable: Experience of working in and/or in-depth knowledge in a priority area such as Housing , Children's services, Adults services, or Local Government Finance. Core Competencies: Building good internal and external relationships and representing the Council Using Project Management skills to plan, prioritise, and manage work Cutting through complex evidence to reach clear, definite, and timely decisions Actively seeking opportunities for more efficient and effective ways of doing things (Delivering value for money) Securing mutual understanding and commitment with delivery partners (Collaborative and team player) Thriving in and contributing to a high-performing culture, taking on challenging tasks and developing new skills Interested in making a real difference through performance and complaints analysis? Apply now! Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.

Are you passionate about Building Safety within the Social Housing Sector? My client has an immediate opportunity for an experienced Building Safety Manager to join their team on a permanent basis. This position is primarily remote based with expectance to be in London twice per month and attendance to areas in the Southwest bi-monthly. The Building Safety Team will be the first point of contact for all fire and structural safety enquiries in relation to the organisations higher risk buildings. Responsibilities: Lead a team of a Building Safety Team Leader and an Officer, responsible for daily oversight of HRBs, reporting on compliance and providing advice and guidance to colleagues and residents on building safety matters. Management of building safety controls, processes, and procedures are the responsibility of many different stakeholders within the business. Ensure that the organisations responsibilities in relation to their higher-risk buildings (HRBs) are effectively coordinated and carried out and evidenced through the building safety cases. Support the duty holder in respect of fire and building safety to ensure they meet their current and anticipated regulatory obligations (including monitoring the regulatory environment and learning from best practice). Liaise with external agencies and other housing providers to keep abreast of good practice. Represent the organisation with external partners and stakeholders including Local Authorities, HSE, MHCLG, Fire and Rescue Authorities etc. Develop strong and effective relationships and promote building safety within the organisation to ensure that all activities contribute to improved resident safety. Support the Growth and Assurance Directorate with relevant information required by the Regulator Oversee the management of the Mandatory Occurrence Reporting System and the management of customer building safety related complaints in HRBs. Ensure the Director of Health, Safety and Property Compliance is made fully aware of any potential Mandatory Occurrences. Compile BSCs for all HRBs including the documentation of building specific safety management systems and risk assessments. Act as the main point of contact for colleagues, customers and stakeholders on matters of fire and building safety in relation to HRBs. Develop plans with operational teams for the delivery of fire and building safety work on HRBs including any further investigations or interim measures as required. Develop procedures for the management of relationships with third party Accountable Persons and the monitoring of their building safety and compliance obligations. Work with Development and Asset Management colleagues to establish processes and procedures to manage the digital record from handover, throughout occupation phase, and develop and maintain the golden thread of information. Review and sign off all relevant handover information prior to occupation. Requirements: Educated to degree level or equivalent and\or suitable experience in a related technical role. Educated to at least level 4 in a fire safety management or asset compliance discipline. (e.g., hold an advanced fire management diploma or equivalent, NEBOSH Fire certificate or equivalent). Evidence of specialist training and experience, membership of a professional body, or certification by a third-party certification body. Extensive knowledge of statutory and regulatory requirements for building services and safety, particularly in HRBs. To apply, please attach a copy of your CV

We're recruiting an experienced Private Sector Housing Team Manager to lead a high-performing Environmental Health service within a forward-thinking London local authority. This is a senior, enforcement-led leadership role focused on improving standards across the private rented sector. You will lead a multidisciplinary team, oversee complex enforcement activity, and ensure the delivery of a high-quality, compliant and customer-focused service that protects residents and drives up housing standards across the borough. The Role Lead and manage the Private Sector Housing team, directly overseeing 4 Senior Officers and wider operational staff Manage property licensing schemes, including HMOs, ensuring compliance and identifying unlicensed properties Oversee enforcement activity from investigation through to prosecution, including civil penalties and Rent Repayment Orders Drive proactive work to identify rogue landlords and poor housing conditions including damp and mould Manage day-to-day operations, resources and performance to ensure effective service delivery Take full responsibility for team budgets (up to £1m), monitoring spend and identifying income generation opportunities Contribute to the development and delivery of the team's service plan in line with corporate priorities Monitor performance and respond to complaints, Member enquiries and scrutiny requirements Provide expert advice and guidance to senior leadership, Members and stakeholders Prepare and present complex reports for committees and high-level meetings Represent the service at internal and external meetings, deputising for the Head of Service where required Lead, motivate and develop staff, ensuring high performance and continuous improvement Build strong working relationships with internal departments and external partners including government bodies and enforcement agencies Support wider departmental objectives including transformation, compliance and service improvement initiatives Key Requirements Significant experience managing Private Sector Housing or Environmental Health services within a local authority Strong background in enforcement-led environments, including prosecutions and regulatory action Proven experience managing teams and delivering high-performing services In-depth knowledge of property licensing schemes, particularly HMOs Strong understanding of housing legislation, enforcement powers and regulatory frameworks Experience preparing reports and advising senior stakeholders, Members and committees Excellent communication skills with the ability to present complex information clearly Ability to operate both strategically and operationally, making an immediate impact Degree or Diploma in Environmental Health recognised by the Chartered Institute of Environmental Health and EHORB registration is preferred Experience identifying and driving income generation opportunities (e.g. civil penalties, RROs) is desirable Ability to work in a hybrid environment with a minimum of 3 days in the office and flexibility for site visits and occasional evening meetings What You Need to Do Now If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from Environmental Health Officers, Private Sector Housing Managers and Regulatory Services professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.

Marks Consulting Partners are currently looking for a Customer Experience Specialist to work with one of our Housing Association clients in Essex. What the Job Will Be Doing Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards Investigating complaints, gathering evidence and producing clear, well-structured responses Acting as a key point of contact for residents, providing empathetic and customer-focused support Identifying trends, themes and root causes from complaints to drive service improvement Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations Monitoring complaint performance and contributing to reports for senior management Maintaining accurate records and ensuring compliance with data protection and regulatory requirements Promoting early resolution and continuous improvement across services Supporting the management of complex enquiries, including MP and CEO complaints Working collaboratively with internal teams to improve customer experience and service delivery What You Will Need Experience in a customer-facing role, ideally within social housing or a similar sector Experience handling complaints, including writing formal responses Strong knowledge of complaint handling frameworks and regulatory standards (Housing Ombudsman Code desirable) Excellent communication skills, with the ability to manage sensitive and complex situations Strong analytical and investigative skills, with the ability to identify trends and root causes Ability to manage multiple cases and work independently in a fast-paced environment Strong organisational and IT skills, including experience with CRM or housing systems A proactive and solutions-focused approach with a commitment to delivering excellent customer service

One of my local authority clients in the East of England are currently on the search for an Environmental Protection Officer. Role: Environmental Protection Officer Rate: negotiable Start date: ASAP Working pattern: 2/3 days on site 37hrs Contract Length: 6 months Role duties: Strong understanding of relevant legislation in Environmental Protection Ability to manage complex case work independently Responsible for undertaking a varied caseload of Environmental Protection work Dealing with investigations of statutory nuisance complaints, eg smoke odour and other environmental impacts Carry out inspections, liaise with businesses, residents and take appropriate enforcement actions Feel free to give me a call on or drop me and email. If this role is not suitable for you, feel free to refer someone.

Environmental Health Officer / Technical Officer (Gr F/G/H/I) Temporary Contract Job Details Client: Royal Borough of Kingston Service Area: Place - Regulatory Services Hours: 36 hours per week Working Pattern: Monday to Friday, 09:00 - 17:30 Start Date: 04 May 2026 End Date: 01 September 2026 Closing Date: 27 April 2026 at 16:00 Location Office Base: Guildhall 2 Kingston upon Thames KT1 1EU Pay PAYE Rate: £31.91 per hour Job Overview Royal Borough of Kingston is seeking an experienced Environmental Health Officer / Technical Officer to join its residential team, working across a shared service covering Kingston and Sutton. This is a varied role covering housing standards, public health issues, noise and environmental nuisance, HMO licensing, drainage defects, rubbish accumulation, damp and mould, filthy and verminous premises, hoarding and severe disrepair. The successful candidate will manage inspections, review evidence, determine the appropriate regulatory response and support enforcement activity, including preparing case files and acting as an expert witness where required. Important - Please Read Carefully This role requires direct experience in Environmental Health, private sector housing, housing standards, licensing or a similar regulatory enforcement role. You must have experience carrying out property inspections, assessing housing conditions and taking or supporting enforcement action. Candidates without relevant Environmental Health / housing standards experience are unlikely to be considered. Key Responsibilities Manage a personal caseload of residential environmental health and housing standards cases Carry out inspections of residential premises including HMOs and single-family dwellings Investigate complaints relating to housing conditions, drainage, rubbish accumulation, damp and mould Prioritise and manage high-risk cases including hoarding, filthy and verminous premises and severe disrepair Review evidence gathered during inspections and determine the appropriate regulatory response Serve statutory notices and orders under relevant legislation, including the Housing Act 2004 and Environmental Protection Act 1990 Support enforcement action and judicial proceedings, including preparing prosecution files Act as an expert witness in court or tribunal where required Use specialist equipment where needed to support investigations Work with partner agencies including the Fire Brigade and Social Services on complex or vulnerable cases Contribute to team working across Kingston and Sutton and support wider regulatory service delivery Essential Experience & Skills Appropriate qualification in Environmental Health, Trading Standards or an equivalent relevant discipline Experience in one or more recognised specialist areas of Environmental Health, including private sector housing and licensing Experience in a local authority or other public sector regulatory / compliance setting Experience carrying out property inspections and investigating housing-related complaints Experience assessing evidence and supporting or taking enforcement action Strong report writing and written communication skills Ability to manage a varied caseload and prioritise risk effectively Good communication skills and ability to work with residents, landlords, agencies and internal teams Flexible and adaptable approach to changing service demands Desirable Membership of the Chartered Institute of Environmental Health or other relevant professional body Specialist qualification in one or more relevant service areas Experience in HMO licensing, nuisance, housing enforcement or environmental protection Additional Information This role forms part of a shared service across two council areas, so strong teamworking and adaptability are important. RQ

Customer Service Officer - Belfast - NI Water Join NI Water in Belfast as a Customer Service Officer, responsible for investigating and resolving customer enquiries and complaints, ensuring all cases are managed effectively and responded to in line with policies and procedures. About this role: £15.31 per hour Monday to Friday Westland House, Belfast 37.5 hours per week Parking facilities on site Full time, temporary until 31st August 2026 Please note closing date for this vacancy is 12 noon on Wednesday 15th April 2026 - however you can register your interest for other upcoming vacancies by applying today What you'll be doing in this role: The investigation, end-to-end case-management, and the preparation and provision of both verbal and written responses Coordinate, prioritise and schedule caseloads on a daily and weekly basis to optimise achievement of service levels, and internal and external targets Interrogate NI Water's customer relationship management system, RapidXtra, to review customer contact history and billing standing data. Bill correction / changes to standing data in line within the limits permitted in the Financial Delegations and consistent with NI Water policy Represent NI Water in your direct contact with customers and key stakeholders Establish and maintain rapport with customers Challenge current processes and assertively question the appropriateness of response to customer issues from around the business Identify and recommend more efficient ways to deliver a quality customer service, contributing to an ethos of continuous improvement Directly contribute to the achievement of NI Water's customer satisfaction and influencing targets to include Net Promoter Score, and First Point of Contact resolution. What you'll need for this role: A minimum of 5 GCSEs Grade C or above, to include English and Maths, or equivalent A minimum of 2 years' experience in a Customer Service/Contact Centre role where both quality verbal and written responses to customer contacts is the primary output Experience of working to challenging targets / deadlines in a regulated customer service environment Experience of communicating effectively across a diverse range of stakeholders, using various communication methods Proficient in MS Office applications including MS Excel, Word and Outlook As part of the reference checking and vetting process for this position you will be requested to undertake a Basic AccessNI Disclosure Having a criminal record will not necessarily be a bar to obtaining a position. Riada Resourcing is an equal opportunities employer.

Housing Maintenance Administration Officer required! Salary: 15.31ph Location: Cambridge, CB4 Hours: Monday - Friday 9am - 5pm 37hs a week Till October 2026 We are seeking a motivated Housing Maintenance Administration Officer to provide vital administrative and customer service support, helping us deliver efficient, high-quality housing services for our residents. The purpose of this role is: Provide comprehensive administrative support to the Homes and Properties team to ensure the service meets the council's standards in the provision of safe, clean and accessible homes, advocating for our tenants and leaseholders with a high-quality customer experience. In this role you will: 1. Provide comprehensive administrative support to the housing maintenance and repairs team and work planners and building maintenance surveyors within the Delivery Assurance team. 2. Act as a primary liaison between the housing tenancy and lettings teams, customer contact centre, tenants and leaseholders, and the operations team to ensure the delivery of quality services and effective resolution of issues. 3. Complaints, disrepair and ombudsman: Support the wider service with case investigation tasks and activity to enable prompt and accurate responses, analysing themes and issues and reporting findings to management. 4. Damp, condensation and mould (DCM): Manage the DCM inbox, raising and prioritising inspections and follow-on works, including liaison with key stakeholders across the service as well as tenants and leaseholders until works are completed. Essential Experience: Substantive experience of working in a similar role within a Social Housing environment (ideally min. 2 years). A background in Customer Service with the ability to approach tenants/clients. Significant experience in using IT applications and systems. Excellent record keeping skills (ability to accurately & clearly record information as well as maintain organised and efficient systems). Excellent customer care skills and handling complaints. Providing statistical information and reports. Apply today! Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

The Service & Team The team within Cornwall Council's Attendance and Alternative Provision services works closely with Education, Legal Services, Social Care, Health, Police, Youth Justice and other partners. They are responsible for delivering statutory duties relating to school attendance enforcement, Section 19 provision, and complaints, with a strong focus on safeguarding, fairness and achieving positive outcomes for children and families. Role The Senior Attendance, Prosecutions and Section 19 Complaints Officer leads the delivery of statutory school attendance enforcement and complaints. The postholder provides strategic and operational oversight of the full legal process, from issuing Penalty Notices to authorising Section 444 prosecutions, ensuring all actions are lawful, proportionate, robust and compliant with statutory requirements. They also lead complex, high risk, Ombudsman linked complaints, delivering thorough investigations and resolutions that protect children, families and the Council's legal and reputational position. The role provides strategic oversight of the Council's Section 19 duties, ensuring children with medical needs, SEND or safeguarding vulnerabilities are properly assessed and offered suitable education before any enforcement action is pursued. They work collaboratively with schools and multi agency partners to ensure consistent, evidence based decision making and strong safeguarding practice across the county. The postholder line manages two Senior Business Support (Legal Intervention) Officers and two Attendance Officers responsible for Section 19, and provides ad hoc operational oversight of staff across the Attendance and Alternative Provision services when needed. They support performance management, quality assurance and professional development within the team. This is a public/customer facing role, with the statutory English language requirement for public sector workers. The position will be subject to a criminal record disclosure check. Working Pattern The role is full time and operates within Cornwall Council's flexible working arrangements, offering hybrid and other flexible options in line with service requirements and Council policy. What You'll Need to Succeed The successful candidate will bring a solid foundation of knowledge and experience relevant to education, safeguarding and statutory attendance work, be degree level educated in a suitable field and demonstrate clear analytical thinking, sound judgement and strong organisational skills. Effective written and verbal communication, calm and professional approach to complex situations are key. Experience in managing staff or leading within an education or local authority setting is desirable, as is familiarity with attendance legislation, safeguarding responsibilities, penalty notices and Section 444 prosecutions. Understanding of handling complex complaints and experience preparing or presenting casework is beneficial. Overall, the role requires collaboration, thoughtful response to challenges and positive contribution to a service focused on achieving the best outcomes for children and families. Benefits Cornwall Council offers a range of flexible working options and a reward and benefits package to attract, motivate and reward employees. Core employee rewards include: Competitive salary Defined benefit pension scheme, based on career average earnings, with optional extra voluntary contributions Generous annual leave entitlement with the potential to purchase additional leave National award winning employee health and wellbeing programme Employee benefits scheme providing access to discounts on local and national goods and services Additional Information Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.

We are recruiting on behalf of a local authority for an experienced Housing Allocations Officer to join a high-performing team responsible for delivering fair, transparent and legally compliant housing services. This is an excellent opportunity for a skilled casework and complaints professional to apply their expertise in a regulated, customer-focused environment, supporting individuals and families in accessing housing services. About the Role You will manage a varied and often complex caseload, ensuring housing applications, allocations and associated enquiries are handled efficiently, sensitively and in line with policy and legislation. The role requires strong analytical ability, sound judgement and a commitment to delivering high-quality outcomes, particularly when dealing with vulnerable individuals or sensitive cases. Key Responsibilities of a Housing Allocations Officer: Manage housing applications, assessments and allocations in accordance with legislation and local policy Investigate and resolve complex or escalated housing cases, complaints and disputes Produce clear, accurate case records, decision letters and reports Ensure compliance with regulatory frameworks, safeguarding requirements and service standards Liaise with internal teams, external partners and stakeholders to support effective service delivery Identify trends, risks and service issues, contributing to continuous improvement initiatives Support customers with empathy and professionalism, particularly in sensitive or high-risk situations About You: Experience managing complex, high-volume caseloads Excellent written communication skills, including report writing and decision-making documentation Strong understanding of fairness, compliance and evidence-based decision making Ability to handle sensitive situations with empathy and professionalism Analytical skills with the ability to identify trends and improve service delivery Experience working with vulnerable individuals and applying safeguarding principles Desirable Experience for this Housing Allocations Officer role: Experience within housing allocations, homelessness services or local government Knowledge of relevant housing legislation and policy frameworks Background in complaints handling, investigations or legal/regulatory work Role Benefits: Hybrid working - 2 days in the office 3 days WFH In person training provided Competitive hourly rate 5 month contract If this Housing Allocations Officer position is of interest, please apply or contact (url removed)

Description Our local government clients in Greenwich, Greater London, seek a Complaints & Information Governance Officer to be responsible for dealing effectively with the corporate complaints, school complaints, statutory social care complaints, Ombudsman and Information Commissioner's Office enquiries, Freedom of Information and Data Protection Act enquiries, and Members' Enquiries to the Directorate of Children's Services. Responsibilities To be responsible for dealing effectively with the corporate complaints, school complaints, statutory social care complaints, Ombudsman and Information Commissioner's Office enquiries, Freedom of Information and Data Protection Act enquiries, and Members' Enquiries to the Directorate of Children's Services. To work as part of a team delivering high-quality services across the remit of the service, having lead responsibility for one or two of the following areas, i.e. (i) Complaints, (ii) Freedom of Information, (iii) Data Protection, (iv) Members' Enquiries. To develop and maintain good relations with service areas and partner agencies To maintain a good working knowledge of the legislation, policies and protocols relevant to the service's work, e.g., Information governance and complaints procedures relevant to Children's Services. To provide an excellent and professional standard of service to all stakeholders, including the provision of advice and guidance. Qualifications Essential GCSE Grade (or equivalent) in English Language and Mathematics. Degree and equivalent experience dealing with complaints relating to Children's Services Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM Criteria for Shortlisting Experience of working in at least one of the following specialist areas, FOIA, DPA, Complaints or Member Enquiries Knowledge of complaints processes, including mechanisms for resolving complaints informally and the use of Alternative Dispute Resolution mechanisms. Excellent working knowledge of the Complaints procedures applicable to Children's Services, Schools, Freedom of Information Act, Data Protection Act, and information sharing legislation. Experience of successfully dealing with colleagues and the public, including communicating difficult issues effectively both orally and in writing. Knowledge of records management and retrieval systems and record-keeping protocols. Experience of working with computer-based systems, in particular Microsoft Excel, e-mail and scanning facilities. Demonstrable Understanding of the application of confidentiality principles to the area of work. Experience in project management and/or research work and relevant techniques. Experience in facilitating complaint resolution meetings. Experience in writing reports Experience in undertaking complex investigations. Compliance Requirements 3 Years References Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process. Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace.

An outstanding opportunity to join a leading Management Information System (MIS) provider for schools and MATs. The Complaints Officer is responsible for owning and managing customer complaints and escalations end-to-end, ensuring they are investigated and resolved consistently, professionally, and within defined service levels. This role acts as the primary control point for escalation before issues reach senior leadership, coordinating across Support, Sales, Product, Success, Training, and other teams to investigate root causes and drive effective resolution. The role sits within the Customer Care Team and plays a critical part in protecting customer relationships, improving internal discipline, and reducing organisational noise caused by unmanaged escalation. Key Responsibilities Escalation & Complaint Ownership Take ownership of formal customer complaints and escalations from initial receipt through investigation to resolution Act as the first line of escalation, preventing unnecessary involvement of senior leadership Ensure all escalations are logged, categorised, and tracked accurately within Dynamics 365 Conduct or lead investigations into complaints, including reviewing evidence, engaging customers where required, and establishing clear root cause Cross-Functional Coordination Coordinate investigation and resolution across internal teams Challenge and validate responses where required to ensure quality, completeness, and that root causes have been fully addressed Drive accountability by ensuring actions are clearly owned and delivered within agreed timelines Quality & Consistency Ensure complaint handling aligns with internal processes, ISO9001 standards, and relevant regulatory and data protection requirements Maintain clear, timely, and professional communication with customers throughout the lifecycle of the issue, including managing expectations in sensitive or high-pressure situations Identify where complaints are handled outside of process and bring them back into formal workflows Ensure formal complaint responses are structured, accurate, and suitable for senior or legal review where required Insight & Continuous Improvement Capture themes, trends, and validated root causes from escalations Provide regular reporting on complaint volumes, drivers, and resolution performance Identify systemic issues and work with relevant teams to drive improvements Support the Customer Care Manager in embedding stronger governance and escalation discipline Operational Support Support Customer Care administrative workflows where required, ensuring continuity during peak periods or absence Assist in maintaining SLAs across contact channels Contribute to documentation, process definition, and internal guidance on escalation handling Other Responsibilities Work with the Customer Care Manager to ensure processes are followed in line with ISO9001 accreditation Contribute to wider Customer Experience improvement initiatives, including automation and AI-enabled workflows Support internal education on complaint identification, logging, and escalation management Undertake other duties in line with business needs Required Skills and Experience Proven experience handling complex customer complaints or escalations in a service environment Strong stakeholder management skills with the ability to work across multiple teams Excellent written and verbal communication skills, with the ability to handle sensitive or high-emotion situations and de-escalate effectively Ability to challenge constructively and drive outcomes without formal authority Strong organisational skills with the ability to manage multiple complex issues simultaneously Experience using CRM systems (preferably Microsoft Dynamics 365) Strong analytical and investigative skills, with the ability to assess evidence and determine root cause High attention to detail with a focus on accuracy and auditability Preferred Skills and Experience Experience in an education software / edtech environment Familiarity with Bromcom products and services Understanding of ISO9001, ISO27001, ITIL, or structured service management frameworks Experience producing reporting and insight from customer data (e.g. complaints, escalations, CSAT, NPS)

Complaints Officer - Exciting Opportunity (Apply Now!) We have new permanent opportunities available in our Complaints Team. The Role In the Complaints Team, you'll play a key role in delivering fair and high-quality outcomes for our customers. You'll take ownership of complaints from start to finish, including complex and escalated cases, ensuring every case is handled with care, accuracy, and in line with regulatory requirements. You'll also be responsible for managing interactions with external bodies such as the Financial Ombudsman Service, handling Data Subject Access Requests (DSAR's), and responding to customer feedback. This role requires a strong balance of investigation, regulatory awareness, and customer focus, resolving issues while ensuring compliance and maintaining trust and confidence in our brand. Why move into Complaints? Complaints is one of the most impactful areas of the business. It's where we can turn things around for our customers and truly show what we stand for. Build highly valued skills - Develop investigation, decision-making, and problem-solving skills Make a real impact - Help customers at critical moments and deliver fair outcomes Grow your confidence - Strengthen communication, influencing, and resilience Broaden your knowledge - Gain exposure across teams, products, and processes Open up career opportunities - A strong pathway into compliance, operations, and leadership roles What You'll Be Doing Take Ownership of Complaints Manage customer complaints across phone, written, and online channels - investigating thoroughly and driving them through to resolution. Deliver Fair Outcomes Review each case carefully, making balanced decisions that are fair to both the customer and the business. Handle Escalations & Regulatory Requests Manage escalated cases, including those referred to the Financial Ombudsman Service, and take ownership of DSAR's, ensuring all responses are accurate, thorough, and delivered within regulatory timeframes. Work Across Teams Collaborate with internal departments and external bodies (including the Financial Ombudsman Service) to gather information and resolve cases effectively. Communicate with Confidence Speak with customers to understand concerns, explain outcomes clearly, and ensure they feel heard throughout the process. Manage Customer Feedback Review, respond to, and learn from customer feedback to identify trends and support continuous improvement in service delivery. Maintain Accuracy Keep detailed and accurate records, manage multiple cases, and produce high-quality final response letters. Key Attributes for Success Empathetic & Customer-Focused - You support customers with care and professionalism, ensuring all complaints and feedback are handled sensitively and fairly. Strong Decision-Maker - You can assess information and make fair, confident decisions. Excellent Communicator - Clear, calm, and confident when dealing with customers, internal stakeholders, and external bodies such as the Financial Ombudsman Service. Detail-Oriented - High levels of accuracy across multiple cases ensuring all work meets regulatory and data protection requirements. Resilient & Adaptable - Effectively manages a demanding and varied workload, including complex complaints, escalations, and sensitive requests. Continuous Improvement Mindset - Able to identify themes in complaints and customer feedback, using insights to support improvements in processes and customer experience.

i. To be responsible for dealing effectively with the corporate complaints, school complaints, statutory social care complaints, Ombudsman and Information Commissioner's Office enquiries, Freedom of Information and Data Protection Act enquiries, and Member's Enquiries to the Directorate of Children's Services. ii. To work as part of a team delivering high quality services across the remit of the service having lead responsibility for one or two of the following areas as designated by the Head of Service i.e. (i) Complaints (ii) Freedom of Information; (iii) Data Protection (iv) Member's Enquiries. iii. To develop and maintain good relations with service areas and partner agencies iv. To maintain a good working knowledge of the legislation, policies and protocols relevant to the work of the service e.g. Information governance and complaints procedures relevant to Children's Services. v. To provide an excellent and professional standard of service to all stakeholders, including provision of advice and guidance. Experience Complaints & Information Governance Officer Complaints & Information Governance Officer Experience of working in at least one of the following specialist areas: Complaints & Information Governance Officer Experience of successfully dealing with colleagues and the public, including communicating difficult issues effectively both orally and in writing. Experience of working with computer-based systems, in particular Microsoft Excel, e-mail and scanning facilities. Experience of project management and/or research work and relevant techniques. Experience of facilitating complaint resolution meetings. Experience in writing reports. Experience of undertaking complex investigations. standard or equivalent work-related experience in a customer care, complaints, business administration or information governance area. Excellent working knowledge of the Complaints procedures applicable to Children's Services, Schools, Freedom of Information Act, Data Protection Act, and information sharing legislation. Demonstrable understanding of the application of confidentiality principles to the area of work. Knowledge of records management and retrieval systems and record keeping protocols. Knowledge of complaints processes including mechanisms for resolving complaints informally and the use of Alternative Dispute Resolution mechanism.

A client of mine who is a leading Housing Association is looking to recruit a Building Safety Manager on a full time permanent basis. Travel across the Regions of, Hampshire, Wiltshire, Somerset, Devon, & Cornwall with 2 x visits to Londer per month with be a requirement for this position, therefore access to own vehicle and driving licence are essential. The Building Safety Team will be the first point of contact for all fire and structural safety enquiries. The Building Safety Manager should influence at senior levels and give expert advice to all levels within the business. Management of building safety controls, processes, and procedures are the responsibility of many different stakeholders within the business. The Building Safety Manager is key in ensuring responsibilities in relation to our higher-risk buildings (HRBs) are effectively coordinated and carried out and evidenced through the building safety cases. Ensure that all HRBs are managed and maintained in accordance with our building safety management system. In addition you will be supporting in developing a culture of high performance, strong engagement and commitment to building and customer safety. Lead a team of a Building Safety Team Leader and an Officer, responsible for daily oversight of the HRBs, reporting on compliance and providing advice and guidance to colleagues and residents on building safety matters. Key Accountabilities Support duty holder in respect of fire and building safety to ensure that we meet our current and anticipated regulatory obligations (including monitoring the regulatory environment and learning from best practice). Ensure that all identified HRBs are managed and maintained in accordance with the requirements of the Building Safety Act. Liaise with external agencies and other housing providers to keep abreast of good practice. Represent the organisation with external partners and stakeholders including Local Authorities, HSE, MHCLG, Fire and Rescue Authorities etc. Develop strong and effective relationships and promote building safety within the Group to ensure that all our activities contribute to improved resident safety. Support the Growth and Assurance Directorate with relevant information required by the Regulator (i.e. supply key building information, update the safety case, provide information to support the application for BAC). Oversee the management of the Mandatory Occurrence Reporting System and the management of customer building safety related complaints in HRBs. Ensure the Director of Health, Safety and Property Compliance is made fully aware of any potential Mandatory Occurrences. Develop and deliver a robust and risk-based approach to building safety which is proportionate and offers best value. Document Building Safety Management System and undertake regular reviews. Compile BSCs for all HRBs including the documentation of building specific safety management systems and risk assessments. Act as the main point of contact for colleagues, customers and stakeholders on matters of fire and building safety in relation to HRBs. Act as joint contact alongside the Head of Fire Safety to Primary Authority Partner - London Fire Brigade (LFB). Develop plans with operational teams for the delivery of fire and building safety work on HRBs including any further investigations or interim measures as required. Develop procedures for the management of relationships with third party Accountable Persons and the monitoring of their building safety and compliance obligations. Be involved in the development of the design guide/employer's requirements/fire strategies for new higher-risk developments. Play a leading role in ensuring the delivery of resident engagement strategies for HRBs. Work with Development and Asset Management colleagues to establish processes and procedures to manage the digital record from handover, throughout occupation phase, and develop and maintain the golden thread of information. Review and sign off all relevant handover information prior to occupation. Work with Asset Management, Service Delivery and Development teams to develop change control processes and gateway approval points for HRBs. Assist in the preparation and presentation of accurate management information and reports for Boards, the Executive and other external stakeholders as required. Take responsibility for own personal development, updating knowledge of changes in legislation, best practice and other developments relevant to the post holder's service and which affect the wider business. Undertake such other duties and responsibilities as may be specified and that are commensurate with the level of the job. Support and deputise for the Head of Property Compliance, when necessary. Experience and Qualifications Educated to degree level or equivalent and\or suitable experience in a related technical role. Specifically technical knowledge of: Building Design & Construction Life Safety, Protection, Fire and Behaviour Compartmentation Fire Strategies Building Fabric & Systems Interaction of System and Components Educated to at least level 4 in a fire safety management or asset compliance discipline. (e.g., hold an advanced fire management diploma or equivalent, NEBOSH Fire certificate or equivalent). Evidence of specialist training and experience, membership of a professional body, or certification by a third-party certification body. Experience of working with multiple stakeholders in a building safety capacity to achieve common goals. Experience of analysing complex and difficult situations and recommending appropriate practical and responsive solutions. Extensive knowledge of statutory and regulatory requirements for building services and safety, particularly in HRBs. Excellent written and verbal communication skills with a particular strength for influencing, negotiating and consultation. Strong customer focus and experience of managing relationships with customers and both internal and external stakeholders. Interpersonal, communication and leadership skills with the ability to motivate and develop the team and individuals. Ability to read and disseminate technical, performance data, and indicators; and translate technical information for a non-technical audience. Good understanding of Health and Safety legislation and issues affecting the delivery of construction works and a safe building environment. Experience of using digital solutions/software to monitor and evidence performance. Hold a full valid driving licence and able to travel locally, regionally and nationally, including some nights away from home. stride is acting as an Employment Agency in relation to this vacancy.

Job title: Complaint Officer Location: Eastleigh SO50 Start Date: ASAP Contract Type: Temporary (12 weeks + potential to extend) Weekly Hours: 37 hours per week Job Purpose We are currently recruiting for a Complaint Officer to join a well-established Complaints Centre of Excellence. This role is key in ensuring customer complaints are handled efficiently, fairly, and with a strong focus on resolution and service improvement. You will act as the first point of contact for customers, managing complaints from initial acknowledgement through to investigation and outcome, ensuring a high standard of communication throughout. Key Responsibilities: Act as the first point of contact for customer complaints, managing expectations from the outset Investigate complaints thoroughly and reach fair, evidence-based outcomes Communicate decisions clearly and professionally, both verbally and in writing Build effective relationships with internal departments and external stakeholders (including Ombudsman, contractors, and local authorities) Identify recurring issues and contribute to service improvement initiatives Provide feedback to teams and support continuous improvement across services Candidate Profile Strong written and verbal communication skills, with excellent attention to detail Proven experience in complaints handling (or a similar customer-focused role) Ability to manage a varied workload and meet strict deadlines Confident decision-maker with the ability to handle sensitive situations fairly and professionally Customer-focused with a calm, empathetic approach Proficient in Microsoft Office (Outlook, Word, Excel) Experience in housing or working with external stakeholders is advantageous If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)

Complaints and Information Manager Salary: 26 per hour Location: NW9 4EW- Hybrid, 2 days in the office per week Contract: Temporary for 9-12 months About the Role We are seeking an experienced Complaints and Information Manager to lead our central Complaints and Information Team and support the delivery of an excellent customer experience across our client's business and its subsidiaries. This senior role will shape how complaints, information rights requests, and members' enquiries are managed ensuring fairness, transparency, compliance, and continuous learning across the organisation. If you are a confident leader with strong technical knowledge and a passion for improving services, we would welcome your application. Key Responsibilities Lead Complaints and Members' Enquiries Oversee the end-to-end management of complaints and members' enquiries. Coach and support complaint handlers to ensure high-quality responses. Act as the senior escalation point for complex enquiries. Build productive relationships with councillors, MPs, and their caseworkers. Ensure investigations are timely, thorough, and compliant. Manage Information Rights Lead the handling of Freedom of Information (FOI), Environmental Information Regulations (EIR), and Data Subject Access Requests (DSAR). Ensure full compliance with legislation such as FOIA 2000, UK GDPR, and the Data Protection Act 2018. Provide advice and guidance to colleagues on information rights obligations. Support the Data Protection Officer in promoting good data-handling practices. Drive Service Quality and Organisational Learning Analyse complaint, enquiry, and information rights data to identify trends and areas for improvement. Produce clear, insightful performance reports for senior leaders, boards, the Council, and other stakeholders. Contribute to a positive learning culture by identifying root causes and supporting service improvements. Develop policies, procedures, training, and quality assurance processes. Leadership and Collaboration Manage and motivate a high-performing team of two. Work collaboratively with senior managers across the organisation, including housing and social care services. Influence decision-makers to resolve issues promptly and embed organisational learning. Lead engagement with external bodies such as the Housing Ombudsman and Local Government Ombudsman. Person Specification Experience Managing a complex or high-volume complaints service. Overseeing information rights processes. Preparing high-quality written reports for senior audiences. Delivering training, coaching, and influencing colleagues at all levels. Building effective relationships with senior managers, councillors, and MPs. Interpreting and applying relevant legislation. Skills and Knowledge Strong knowledge of FOIA 2000, EIR 2004, UK GDPR, and the Data Protection Act 2018. Excellent written and verbal communication skills. Strong analytical and problem-solving abilities. Highly organised, proactive, and able to manage competing priorities. Strong IT skills and familiarity with case management systems. Professional, empathetic, and solutions-focused approach. Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment. Tate is acting as an Employment Business in relation to this vacancy. Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.

Description Our local government clients in North Yorkshire seek a Complaints Support Officer to be responsible for receiving complaints, compliments, MP enquiries, and other enquiries. Assess each case to ascertain appropriate action and who is to be involved, referring more complex cases to the Senior Officers. Advise senior staff at an early stage of any potentially serious, sensitive or controversial matters arising. Maintain an active caseload of complaints and enquiries, including liaison (staff, customers, elected members, etc.); investigation; research; referral, where appropriate; and response. Responsibilities Monitor the progression of cases, ensuring timescales and quality standards are met. Provide advice and guidance on complaints and other representations to service users, members of the public, staff, partner agencies, and others. Provide statistical information in appropriate formats, including monthly MP enquiry performance reports and performance reports to the Management Board, as well as any ad hoc requests from officers. Support the Senior Officers to produce performance reports to identify service improvements and lessons learned. Handle or refer Freedom of Information and Subject Access requests as appropriate, following relevant legislation and procedures. Act as a key link between all services for complaint handling. Qualifications Essential GCSE Grade (or equivalent) in English Language and Mathematics. Good literacy and numeracy skills to NVQ level 3 or equivalent experience Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM Criteria for Shortlisting Dealing with sensitive and confidential information Principles of customer-focused service Theories and principles of administrative policies and processes Dealing with vulnerable, distressed or aggressive customers Use of a variety of ICT applications Significant experience in an office environment Significant experience in a challenging environment Identifying causes of problems and appropriate solutions Ability to assimilate new initiatives, technology and software and interpret information. Effective influencing and negotiating skills. Excellent communication (written and verbal) and interpersonal skills. The ability to converse with ease with customers and provide accurate spoken English advice is essential for the post. Active listening skills Commitment to the need to deliver quality services. Ability to organise, store and retrieve information accurately, efficiently and effectively. Ability to use a keyboard with speed and accuracy. Ability to work on one's own initiative. Ability to work to deadlines. Identify causes of problems and implement solutions to minimise recurrence. Work productively in a pressurised environment Compliance Requirements 3 Years References Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.