Complaints and Enquiries Officer

Supply Care Solutions are looking for a Complaints and Enquiries Officer in London.

Supply Care Solutions are a market-leading Medical, Social Care and Education recruitment consultancy, we offer a range of accredited services across the public sector, providing highly skilled, compliant professionals in all grades and specialties, including short, long term and permanent positions.
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Rate: -38.00 per hour (Umbrella) Some flexibility for experienced applicants! -
Working Arrangement: Hybrid (office and home-based working as required)
Contract Type: Agency / Temporary
Hours: 36 hours per week

We are seeking an experienced Complaints and Enquiries Officer to support our Housing Services team. This role focuses 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 responses are timely, thorough, and compliant. A strong customer-focused approach is essential, with an emphasis on empathy, professionalism, and clear communication.

This is a hybrid role, requiring a combination of office-based work across council locations and home working in line with service needs.

Key Responsibilities of a Complaints and Enquiries Officer

• Manage and respond to complaints and enquiries relating to homelessness services
• Handle cases involving statutory homelessness decisions, housing register applications, and temporary accommodation
• Ensure all responses comply with homelessness legislation, statutory guidance, and council policies
• Proactively manage a caseload 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 case activity and outcomes using case management systems and spreadsheets
• Gather, assess, and analyse information to produce evidence-based responses
• Communicate clearly and effectively, demonstrating empathy and professionalism in all interactions
• Independently manage workload in a fast-paced environment
• Complete all administrative tasks to a high standard, ensuring records are clear, concise, and compliant

Our locum Complaints and Enquiries Officers benefit from

- -Excellent Rates
- -Refer-a-friend scheme*
- -Assistance with DBS applications
- -Dedicated consultant support
- -Varied career and flexible working opportunities

If you are interested in the position of Complaints and Enquiries Officer please apply online or call us directly.

Supply Care Solutions have a number of locum jobs across the UK. * All locums must be contract compliant before commencing work through our agency. We are recruiting professionals across all specialisms and grade. We offer an excellent referral bonus for any new worker you refer to us *Terms and conditions apply. Supply Care Solutions works in conjunction with Monitor/TDA rate caps
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