_{10th February, 2026}

Are you eager to land a brand new role? Our client, a busy local authority in Hammersmith. Are looking for a Senior Complaint Resolution Officer to join their organisation.

Job Role: Senior Complaint Resolution Officer
Temporary or Permanent: Temp
Possible End Date: 3 months (possible extension)
Number of Positions: 1 position
Location: Hammersmith
Office Based/Hybrid: 2 days in the office
Rate of Pay: £30.16 p/h umbrella

Purpose:
You will play a pivotal role in delivering an effective, complaints, enquiries and compliments management service which ensures service standards are met.
  
Providing responses to complaints and members enquiry cases in accordance with the Council’s policy and procedures to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.
  
May provide line management and supervision for 2 Customer Resolution Officers, depending on operational need.

Key Responsibilities:

• To participate in the delivery of an effective complaints, enquiries and compliments management service which ensures service standards are met.
• To provide information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases and Subject Access Requests in accordance with the Council’s policy and procedures.
• To contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
• Monitor and track multi complex complaints, enquiries, and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments.
• To work collaboratively with internal and external parties including elected members, managers, and contractors, and providing regular feedback to residents to ensure consistent practices operate across the directorate

Job Requirements:

• Previous experience working within a local authority or a similar organisation.
• At least 2 years experience within a Senior Complaint Resolution Officer role or equivalent.
• Understanding and practical application of the Housing Ombudsman Code.
• Proficient in MS-Word, MS-Excel, MS-Outlook, and MS-Teams.

Please be advised that only candidates that have the specific skills and experiences required for this role will be shortlisted and submitted to our client for review. 

How to Apply:

If you are interested in applying, please press the button below, send your CV to tareeq.smith@temptingrecruitment.co.uk or contact Tareeq on 020 3854 4911 to discuss further.

To explore other exciting opportunities or learn more about our recruitment process, please visit our website https://www.temptingrecruitment

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