Customer Relations Officer (Complaints)

West London | Hybrid Working (2 Days Office / 3 Days Home) £18.37 PAYE (£24.37 Umbrella) 36 Hours per Week Initial 6-Month Temporary Assignment

Adecco are currently recruiting for an experienced Customer Relations Officer (Complaints) to join a busy public sector organisation in West London.

This role sits within a dedicated Customer Relations team and focuses on handling complex complaints and enquiries relating to Adult Social Care, Children's Services and Corporate Complaints. We are particularly interested in hearing from candidates who have previously worked within local government, housing, social care, customer relations, complaints management or Ombudsman-related environments.

• Managing a caseload of statutory and corporate complaints.
• Identifying and progressing Children's Statutory, Adult Social Care and Corporate Complaints.
• Liaising with service managers and departments to gather information and investigate cases.
• Drafting high-quality, professional complaint responses.
• Ensuring complaints are handled within statutory timescales and organisational procedures.
• Supporting the resolution of sensitive and complex cases involving vulnerable residents.
• Handling customer enquiries via telephone, email and written correspondence.
• Maintaining accurate records and ensuring GDPR compliance.
• Supporting service improvement through complaint analysis and feedback.

To be successful, you will have:

• Experience handling complaints within a local authority, social care setting, housing association, NHS, public sector or regulated environment.
• Excellent written communication skills with the ability to produce professional responses and reports.
• Knowledge of complaints procedures and case management processes.
• Experience working with sensitive or vulnerable customers.
• Strong organisational skills and the ability to manage competing priorities.
• A high level of attention to detail.
• Confidence communicating with stakeholders at all levels.

• Adult Social Care complaints.
• Children's Services statutory complaints.
• Ombudsman investigations or complaint escalation processes.
• Customer Relations or Complaints Team experience within a local authority.
• Safeguarding awareness.
• FOI, EIR or GDPR request handling.

• Hybrid working arrangement (2 days office-based, 3 days remote).
• Supportive and collaborative team environment.
• Opportunity to gain experience within a large public sector organisation.
• Immediate start available.
• 36-hour working week.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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