To lead on Temporary Accommodation (TA) complaints and Members’ enquiries, ensuring high standards of service delivery, accommodation suitability, and resident satisfaction. The postholder will work collaboratively with managing agents, internal colleagues, and property inspectors to maintain and improve the quality of temporary accommodation, while delivering excellent customer service to residents.

Key Responsibilities

• Lead and manage all complaints relating to Temporary Accommodation, ensuring timely, thorough, and high-quality responses.
  

• Draft responses to Members’ enquiries, maintaining professionalism and accuracy.
  

• Identify trends and recommend service improvements to reduce recurring issues.
  

• Ensure compliance with corporate complaints procedures and statutory requirements.
  

• Liaise with managing agents and internal teams to ensure properties meet suitability standards.
  

• Monitor and review accommodation to ensure compliance with housing legislation and local policy.
  

• Address issues relating to repairs, health and safety, and property conditions promptly.
  

• Work closely with the Property Inspection team to drive up standards across Temporary Accommodation.
  

• Support inspection programmes and ensure follow-up actions are completed within agreed timescales.
  

• Escalate serious concerns where standards fall below expected levels.
  

• Provide a high-quality, responsive service to residents in Temporary Accommodation.
  

• Handle complex or sensitive cases with empathy and professionalism.
  

• Ensure residents are kept informed and supported throughout complaint investigations or suitability reviews.
  

• Promote a customer-focused culture within the service.
  

• Build and maintain effective working relationships with managing agents, landlords, contractors, and internal departments.
  

• Represent the service at internal and external meetings as required.
  

Requirements

• Experience in housing management, preferably within Temporary Accommodation or homelessness services.
  

• Strong experience handling complaints and Members’ enquiries.
  

• Knowledge of housing legislation, suitability requirements, and health & safety standards relating to Temporary Accommodation.
  

• Experience working collaboratively with external managing agents or contractors.
  

• Excellent written and verbal communication skills.
  

• Strong organisational skills with the ability to manage competing priorities.
  

• Ability to analyse information and identify service improvements.
  

• Customer-focused approach with the ability to manage challenging situations effectively.
  

• Strong stakeholder management and partnership working skills.
  

• Professional, resilient, and solution-focused.
  

• Committed to delivering high standards and continuous improvement.
  

• Empathetic and responsive to residents’ needs.
  

• Bi-Weekly Payments
  
• 35 Working Hours Per Week
  
• Chance to extend to 6 Months Contract