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In some cases, you might need to travel to a Hearing Centre. You will have a degree of flexibility and autonomy in managing your workload, deciding how to pursue cases and develop your own style and approach. Presenting cases before the Immigration Tribunal.

Develop strong working relationships with key stakeholders at all levels.

Adecco is delighted to be recruiting for a Customer Insight Officer (Repairs - Stage 1 Complaints) on behalf of a local authority. This is a fantastic opportunity to play a key role in improving resident experience by driving insight, learning, and service improvements across repairs and complaints handling. You will be responsible for managing and coordinating complex complaints, ensuring residents' concerns are fully investigated and addressed, while identifying trends and opportunities for service improvement. Customer Insight Officer (Repairs) Location: Croydon (Hybrid - 2-3 days in the office) Salary: £40,182 per annum Hours: 36 hours per week, Monday-Friday Contract: Permanent Key Responsibilities Lead the handling of repairs-related complaints, ensuring thorough investigation and high-quality, customer-focused responses Coordinate complex cases, working across multiple teams to deliver consistent and timely outcomes Ensure compliance with complaints policies and relevant Ombudsman guidance Analyse complaint data to identify trends, root causes, and improvement opportunities Drive continuous improvement by feeding back learning into service areas Provide support and challenge to internal teams to ensure high standards of complaint handling Respond to high-level enquiries (e.g. MP/Cllr correspondence) with clarity and professionalism Maintain accurate records and ensure robust case management processes Act as a strong advocate for customers, ensuring their voice is heard throughout About You We're looking for someone who is passionate about customer experience and improving services. You will bring: Experience in complaint handling or a similar customer-focused role (repairs or local authority environment desirable) Strong analytical skills, with the ability to identify trends and drive improvements Excellent written communication skills, able to explain complex issues clearly and in plain English The confidence to challenge constructively and influence stakeholders at all levels Strong organisational skills, with the ability to manage competing priorities A resilient and proactive approach to problem-solving Experience working with case management systems and Microsoft Office tools What's on Offer Competitive salary of £40,182 per annum Hybrid working model (2-3 days per week in Croydon office) Generous Local Government Pension Scheme Opportunity to make a tangible impact within a local authority setting Supportive and collaborative working environment 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Estate Manager Wandsworth SW18 1HR Public Sector - Local Authority Full time - Mon-Fri, 36 hours per week Temporary role - 3 months with likely extension £21.70 per hour PAYE / £28.29 per hour UmbrellaTo manage approximately 750 properties and deal with a wide range of tenancy and leasehold issues. Specific Duties: 1.Responsible to the Area Housing Manager through the Senior Estate Manager for the day-to-day management and routine repair of a group of dwellings within the Area. 2. Provides the main point of contact with tenants and leaseholders by receiving and acting upon tenants and leaseholders' complaints and enquires. Carries out inspections of individual properties as well as internal and external communal areas of blocks and estates, making recommendations for improvements as necessary. 3. Responsible for prioritising own workload, dealing with enquiries and requests on management and repair matters in accordance with established policies and procedures. As the first and primary point of contact, is required to be highly conversant and comply with relevant legislation and case law, imparting the information to tenants, residents and leaseholders as required. 4. Investigates and recommends management transfers, discretionary tenancies, succession requests and prepares reports for Area Housing Manager/ Deputy Area Housing Manager where appropriate. Liaises with internal and external agencies in respect of vulnerable residents with mental or physical health issues or social difficulties. Attends and presents at case conferences such as Community Multi Agency Risk Assessment Panel or Team Around the Child regarding high risk or complex cases. 5. Issues repair orders in accordance with Council procedures; carries out post- inspections and the checking of invoices. Processes variation orders and resolves disputes regarding invoices. Responsible for ensuring appropriate security measures are taken for all vacant properties in their patch. 6. Assesses whether permission should be given to tenants and leaseholders to carry out alterations/improvements in accordance with Council policy and detailed procedures/ stringent time limits. Investigates unauthorised alterations and takes appropriate enforcement action to remedy breaches of tenancy/lease terms. Investigates breaches by Leaseholders of HMO Regulations. 7. Responsible for full and appropriate investigation of routine and non-routine complex cases of antisocial behaviour, including all reports of hate crime; ensures all cases are progressed in accordance with policy and procedure. Keeps the NPS anti-social behaviour database fully updated. Initiates mediation where possible and takes enforcement action for breach of lease/tenancy agreements where appropriate. 8. Responsible for investigating, and taking appropriate action on complaints from residents, elected Members of Parliament and ward Councillors. 9. Responsible for processing Flexible Fixed Term Tenancies Reviews in accordance with policy and detailed procedure, adhering to stringent time limits. Ensures that timely responses are provided to leasehold Pre-Assignment Queries and Right to Buy tenancy and occupancy checks to ensure compliance with the statutory time frame and prevent compensatory payments by the Council. 10. Assists the Resident Participation Officer in maintaining positive liaison with existing tenant, resident/ leaseholder associations/ forum meetings as directed by the Area Housing Manager. Assists where appropriate in the formation of new associations and attends relevant evening meetings/ weekend social events. 11. Attends Court routinely on housing management cases, gas safety injunction cases, unauthorised occupants, and squatters; also arranges and attends subsequent evictions. Attends evictions for rent arrears and unauthorised occupation and executes gas safety injunction orders. 12. Calculates charges for major works and consults with leaseholders in accordance with relevant legislation including the preparation of consultation letters, subsequent negotiations with leaseholders and liaison with other sections of the department and other Council departments. Similarly advises leaseholders on matters relating to routine service charges/major works: answers service charge enquiries within timescales laid down in the Leaseholder's Charter. 13. Responsible for undertaking fire safety checks, particularly of leasehold property front entrance doors to ensure compliance with fire regulations and specific lease terms. Makes sure buildings are compliant with fire safety regulations by ensuring that communal areas are clear. Initiates and progresses enforcement action for breach of lease if warranted. 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Adecco is recruiting for an experienced and motivated Temporary Accommodation Officer to support a busy Housing & Regeneration service within a local authority in South West London. This is a key frontline role providing safe, suitable temporary accommodation for households experiencing homelessness. If you thrive in a fast‑paced environment and want a role where your decisions make a direct, positive impact on people's lives, this could be the perfect fit. Temporary Accommodation Officer London Borough of Richmond and Wandsworth Location: SW15 1HR, with the occasional visit to (TW1 3BZ) Temporary Role - 3 months with possible extension Full Time - Monday to Friday, 36 hours per week £25.16 per hour PAYE / £32.88 per hour Umbrella ASAP Start Please be aware that, due to the operational demands of the role, this post is entirely on‑site with NO option for home working. About the Role In this role, you will: Allocate and let temporary accommodation in line with statutory legislation and the Homelessness Code of Guidance. Manage placements effectively to ensure the best use of stock and reduce the need for Bed & Breakfast accommodation. Complete suitability assessments under homelessness legislation. Handle the full administrative process for offers, refusals, and duty discharges. Carry out regular property inspections, ensuring accommodation meets required standards (including HHSRS). Liaise with private landlords, agents, and accommodation providers to ensure quality and compliance. Prepare reports and written statements for legal queries, case reviews, and enquiries from stakeholders. Support vulnerable households, referring to appropriate statutory and voluntary services where needed. Manage leasing schemes, tenancy documents, and legal processes where relevant. Promote rehousing opportunities and mobility schemes to help reduce temporary accommodation placements. About You We're looking for someone who: Has experience in homelessness, housing allocations, lettings, or temporary accommodation. Can confidently interpret and apply housing legislation (Housing Act 1996, HRA 2017, etc.). Is skilled at working with landlords, agents, and accommodation providers. Communicates clearly and professionally, both in writing and face‑to‑face. Can work independently, make informed decisions, and manage competing priorities. Is confident supporting vulnerable households and working in challenging situations. Can conduct property inspections and travel between sites as required. Is flexible and able to participate in duty rota working.What's in it for You A meaningful role supporting households at a critical point in their lives Opportunity to build specialist housing knowledge Supportive team environment with opportunities to grow Dynamic work where no two days are the same 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Senior Customer Relations Officer £290 per day (Umbrella) Croydon (Hybrid) 6 Month Contract Summary: Our client is searching for a Senior Customer Relations team to join their team in Croydon! Within this role, you would be responsible for managing end-to-end complain cases in line with the regulatory requirements and ensuring fair, balanced outcomes for customers. This role focuses on delivering high quality investigations, clear final responses, and driving continuous improvement through root cause analysis, stakeholder collaboration and enhancing overall customer experience. Accountabilities for the role: • Effective management of a complaint caseload with maintenance of accurate and timely records. Undertake comprehensive assessments of the merits of each complaint, including the consequences of such assessments and taking active steps to ensure that fair and balanced conclusions are reached for the customer whilst also managing any reputational issues to AEL. Timely production of "Final Response Letters" aimed at clearly detailing the rationale behind the decision reached whilst advising the customer of his/her FOS referral rights. Negotiation of compensatory benefits with internal and external complaint champions, complainants and the FOS Highlight complaint trends and operation process improvement suggestions / solutions to the Head of Customer Experience once identified following the resolution of the complaint Undertake effective root cause analysis tasks as requested by the Head of Customer Relations. Contribute to the production of Treating Customers Fairly (TCF) Bulletins and raising any conduct issues that may be identified as a result of complaint handling trends. Support in monitoring internal / external adherence to the Clients UK's complaint handling procedure / regulations. Maintain an up to date awareness of regulatory developments not limited to the Complaint (DISP) environment and escalating any concerns/updates as required. Participate, when required, in departmental initiatives in order to provide value to the UK business including (but not limited to) complaint training, presentations and knowledge sharing exercises in order to support and influence. Play an active role in identifying and improving our customers experience through group and individual efforts; to review and recommend improvements based upon complaint experiences. Reviewing all Final Response Letters escalated by the complaint champion network to ensure a fair outcome is being reached and the quality of the communication being sent is accurate Offering guidance and advice to the complaint champion network when they are attempting to resolve a complaint within 3-business days Working with the FOS when cases have been escalated to them for their review/investigation; providing case file information, with assistance from the CRT Admin, to assist them with forming their objective decision on the case Redirection of communication received within CRU to ensure it is being handled appropriately by the relevant line of business in CRT Admin absence. Experience & Qualifications Required: Solid knowledge and awareness of the FCA regulatory Framework for complaints handling and principles relating to TCF. Solid complaint handling experience within an insurance company, especially a claims environment. * A sound understanding of the FOS and it's associated procedures and practices. If you are interested in this position, please do not hesitate to apply! Please note in the event of high volumes of applications, we will only be able to respond to successful applications in the first instance. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website

Business Support Officer A Local Authority is seeking an experienced Business Support Officer to join its Temporary Accommodation team. This is an excellent opportunity for a highly organised and proactive administrator with previous Local Authority experience to support a busy housing service. The successful candidate will provide comprehensive administrative and business support to ensure the smooth running of the Temporary Accommodation service and assist the team in meeting operational and statutory requirements. Key Responsibilities • Provide high-quality administrative and business support within a fast-paced Temporary Accommodation service, • Manage shared mailboxes, finance processing, data entry, record management, and meeting arrangements, • Maintain and update internal systems, databases, and spreadsheets, ensuring records are accurate and up to date, • Support case management processes and produce reports when required, • Handle confidential and sensitive information professionally and in line with data protection requirements, • Work flexibly to manage competing priorities and meet deadlines, • Liaise effectively with internal departments, service users, and external stakeholders Requirements • Previous experience working within a Local Authority is essential, • Experience within Temporary Accommodation, Housing Needs, or Homelessness services is highly desirable, • Strong administrative, organisational, and IT skills, • Excellent communication skills, both written and verbal, • Ability to work independently and use initiative in a busy office environment, • Professional, reliable, and able to manage sensitive information confidentially

Are you passionate about making a real difference in people's lives? We're looking for a Homelessness Intervention and Prevention Officer to join a dedicated housing team in South London. This is an exciting opportunity to help prevent homelessness and provide sustainable housing solutions for those in need. Homelessness Intervention and Prevention Officer Public Sector - Local Authority Full Time - Monday to Friday, 36 hours per week Grade 9 - £22.41 per hour PAYE / £29.72 per hour Umbrella Hybrid Working - 2 to 3 days per week in office, remainder at home IT equipment provided ASAP Start Temp to Fixed‑Term Contract after 12 weeks. The FTC is set to last until October / November 2026. Please note: once the FTC commences, payment will be PAYE only, as Umbrella rates do not apply to council employment.Due to the high volume and complexity of cases, we are seeking candidates with proven, in-depth experience in homelessness prevention and housing casework. Key Responsibilities: Assess and determine homelessness applications in line with statutory legislation, including making clear and defensible Section 184 decisions. Conduct thorough enquiries to establish eligibility, priority need, intentionality, and local connection, ensuring compliance with the Housing Act 1996 and Homelessness Reduction Act 2017. Develop and implement personalised housing plans (PHPs) to prevent or relieve homelessness, using creative and practical solutions tailored to individual circumstances. Engage proactively with applicants through interviews and casework, providing accurate advice on housing options, rights, and responsibilities. Collaborate with internal teams and external agencies (e.g., social services, health professionals, landlords, and voluntary organisations) to secure sustainable housing outcomes. Negotiate effectively with landlords and housing providers to maintain tenancies and prevent eviction wherever possible. Produce high-quality written communications, including statutory decision letters and case notes, ensuring clarity, accuracy, and compliance with legal frameworks. Maintain accurate records and manage caseloads within statutory timescales, meeting performance targets and safeguarding standards. Apply problem-solving and negotiation skills to achieve positive outcomes for vulnerable individuals and families. Essential Knowledge Housing Legislation: Housing Act 1996 (Parts VI & VII) Homelessness Reduction Act 2017 Localism Act 2011 and relevant case law Statutory Duties & Decision-Making: Understanding of Section 184 decisions (eligibility, priority need, intentionality, local connection) Knowledge of prevention and relief duties and main housing duty Safeguarding & Vulnerability: Awareness of safeguarding principles for adults and children Understanding of risk factors such as domestic abuse, mental health, and exploitation Housing Options & Welfare: Familiarity with social housing, private rented sector, supported accommodation Knowledge of welfare benefits (Universal Credit, Housing Benefit, DHPs) Multi-Agency Frameworks: Ability to work within frameworks involving social services, health, probation, and voluntary agencies Essential Skills Interviewing & Assessment: Ability to conduct detailed homelessness assessments and gather evidence Decision-Making & Problem-Solving: Making defensible statutory decisions under pressure Creative solutions to prevent homelessness Communication: Outstanding written skills for statutory letters and case notes Strong verbal and listening skills for client engagement Negotiation: Skilled in negotiating with landlords and housing providers to sustain tenancies IT & Case Management: Proficiency in housing systems (e.g., Northgate, Jigsaw, Locata) and Microsoft Office Organisational Skills: Managing complex caseloads within statutory timescales Accurate record-keeping and compliance with GDPR Resilience & Empathy: Ability to handle challenging situations calmly and professionally Commitment to equality, diversity, and inclusion Additional Information You may be required to work across different locations and conduct home visits. Occasional work outside normal office hours may be necessary.If you're committed to helping people find sustainable housing solutions and want to be part of a team that makes a real impact, apply today through Adecco. 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Complaints Officer South London | Hybrid Working We are currently recruiting for an experienced Complaints Officer to join a customer-focused housing organisation in South London. This is an excellent opportunity for someone with strong customer service and complaint handling experience to play a key role in ensuring residents receive a professional, fair, and efficient complaints service in line with the Housing Ombudsman Complaint Handling Code. Key responsibilities include: • Managing and administering formal complaints through a CRM system, • Monitoring complaint progress and ensuring deadlines are met, • Supporting managers with complaint responses and resolutions, • Maintaining accurate records, reports, and complaint trackers, • Liaising with residents, contractors, and internal departments, • Supporting Housing Ombudsman case management and evidence collation, • Assisting with complaints learning, service improvement initiatives, and customer engagement activities, • Producing reports and trend analysis relating to complaints and compensation The successful candidate will have: • Previous experience within complaints, customer service, or housing environments, • Strong written and verbal communication skills, • Excellent organisational skills and attention to detail, • Experience using CRM systems and Microsoft Office packages, • Ability to manage workloads independently and work collaboratively within a team, • A proactive and customer-focused approach Housing sector experience and knowledge of the Housing Ombudsman Complaint Handling Code would be highly advantageous

Adecco is pleased to be recruiting a Customer Insight Officer - Housing Need & Homelessness Complaints (Stage 2) for a large local authority's Housing division. This is an exciting role for someone with strong analytical skills, excellent communication abilities, and a passion for improving customer experience through robust complaint handling. You will take ownership of escalated stage two complaints, investigate complex issues, and work closely with services to ensure fair resolutions and meaningful learning for future service improvements. Customer Insight Officer - Housing Need & Homelessness Complaints (Stage 2) Public Sector - Local Authority Full Time - Monday to Friday, 36 hours per week Fixed Term Contract - to March 2027 (possible extension) Grade 9 - £42,060 per annum Hybrid working available: Not fully remote, but flexibility offered. Attendance required for key meetings and occasional office days.What You'll Be Doing In this role, you will: Investigate escalated stage two complaints thoroughly, ensuring all elements are fully explored and understood. Lead on complex case management, coordinating multi-team responses and hosting case conferences where required. Provide clear, well‑written responses to residents, senior stakeholders, MPs, Councillors, and other enquirers. Identify resident vulnerabilities and ensure these are reflected in assessments and outcomes. Use the complaints management system accurately, ensuring consistent recording, tracking, and reporting. Challenge the quality or scope of investigations when necessary to ensure fairness and accuracy. Support the continuous improvement of complaints processes, templates, and reporting standards. Provide coaching, advice, and insight to colleagues across housing services. Build strong relationships with internal teams, external partners, and key stakeholders. Feed back learning from complaints to inform service changes and prevent repeated issues. Maintain excellent audit‑ready records in line with data protection and organisational policy. Escalate risks, safeguarding issues, or misconduct concerns as required. About You You'll excel in this role if you have: Experience & Knowledge Previous complaint handling experience, ideally within housing, local authority, customer service, or transferable sectors. Understanding of housing complaints processes, ombudsman codes, and relevant legislation. Knowledge of best practice in complaints handling, customer care, and service improvement. Awareness of diversity, vulnerability, and how these impact service delivery.Skills & Abilities Excellent written communication - able to explain complex issues clearly and concisely. Strong analytical skills to identify trends, patterns, and insights. Sound judgement in sensitive and complex cases. Ability to manage multiple priorities and maintain quality under pressure. Confident influencing and constructive challenge when needed. Strong customer‑focused approach with empathy, fairness, and professionalism. Ability to work collaboratively and build effective working relationships. Why Join? A meaningful role where your work directly shapes better outcomes for residents. Supportive, collaborative team culture within a respected local authority. Hybrid working-flexibility to attend the office only when needed. Opportunities to develop specialist skills in service insight, case handling, and housing complaints. 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Housing Benefit Audit Officer Location: Croydon (CR0 1EA) - fully remote working available. Rate: £59 Umbrella per hour Hours: 36 Contract Length: 6 Months (Project-Based) Working Arrangement: Hybrid (Primarily Remote) ASAP start: Overview We are seeking an experienced Housing Benefit Audit Officer to support a key project focused on reducing an audit backlog. This is an excellent opportunity for a highly skilled professional with specialist knowledge in Housing Benefit subsidy and audit processes to contribute to a focused, high-impact programme. Key Responsibilities Work through 40+ HABP (Housing Benefit Assurance Process) workbooks, ensuring accuracy and completeness Balance subsidy claims across all relevant cells Analyse and explain assessment decisions in line with legislation Complete HBAP workbooks, including: Inputting subsidy amounts Completing all back screens Balancing all cells Supporting decisions with clear justification Extract and present evidence from internal processing systems to support audit findings Support DWP Housing Benefit subsidy audit activities in line with compliance standards Key Requirements Recent experience using an Enterprise Document Management system to review and retrieve case documentation Strong, recent hands-on experience with NEC Housing Benefits system, specifically: Using subsidy screens at claim level Understanding and balancing subsidy across cells Proven experience completing HBAP workbooks for audit purposes In-depth knowledge of Housing Benefit legislation and subsidy rules Strong analytical and problem-solving skills with high attention to detail Ability to work independently in a remote environment and manage workload effectively What We Offer Flexible remote working following initial onboarding Opportunity to contribute to a critical audit project Collaborative and supportive team environment Competitive contract rate (depending on experience) 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

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