Complex Complaints Co-ordinator

Job Title: Complex Complaints Co-ordinator
Location: Harrow Civic Hub, Forward Drive, Harrow, HA3 8NT
Employer: Pertemps Recruitment Partnership (on behalf of the London Borough of Harrow)
Contract Type: Temporary - Initially for 3 months, with potential for extension
Working Hours: Monday to Friday, 36 hours per week
Work Arrangement: Office-based

Pertemps Recruitment Partnership is currently recruiting a dedicated and detail-focused Complex Complaints Co-ordinator to join the Housing team at the London Borough of Harrow.

This temporary role offers a competitive hourly pay rate of £19.62 - £21.23 (PAYE), along with access to high-quality training, strong opportunities for career progression, and 21 days of annual leave (excluding bank holidays).

Key Responsibilities:

• Take the lead in coordinating complex and/or multi-issue complaints and cases, collaborating with colleagues across housing services and, where necessary, other council departments, in line with relevant policies and legal frameworks.
• Chair meetings and case reviews involving complex or cross-service complaints.
• Carry out on-site visits to homes and estates when appropriate.
• Ensure effective management and timely responses to Housing Ombudsman cases, meeting all statutory and policy-related requirements.
• Oversee and respond to Local Government & Social Care Ombudsman cases within required timeframes and ensure full compliance with any directives.
• Promote compliance with the standards set by both the Housing Ombudsman and the Local Government & Social Care Ombudsman.
• Foster a culture of customer service excellence and continuous improvement in complaints handling across the team.
• Identify, recommend, and implement innovative complaint resolution methods

Candidate Requirements:

• Knowledge of social housing and/or local government frameworks.
• Understanding of statutory obligations set by the Housing Ombudsman.
• Familiarity with the requirements of the Local Government & Social Care Ombudsman.
• Proven experience handling and resolving complex or multi-faceted complaints, preferably within a housing or public service context.
• Strong communication skills across various formats and tailored for different audiences.

About us:
For almost 60 years, Pertemps Recruitment Partnership have been the market leader in providing permanent and temporary staffing solutions and we are one of the most established players within the recruitment industry. The Sunday Times has listed us as one of the Best 100 Companies to work for 14 years running. We are not a big scary faceless company, quite the opposite: we strongly believe in the personal touch with everything we do. We are proud to be accredited 'investor in people' which is reflected across our business in length of service and career progression of our employees.

London Borough of Harrow is the 12th largest London borough and one of the most culturally diverse local authorities in the UK, making it a great place to live, work and visit. Located 10 miles from the city centre and just 13 minutes to Euston from Harrow & Wealdstone station there are great transport links via the Metropolitan Line, Watford DC Line and national rail service. It is easily accessible to the M1, M25 and A406.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, any your data protection rights, can be found by visiting www.cifas.org.uk/fpn