Housing Complaints Officer

Are you passionate about engaging with people and giving them a voice? Are you someone who can foster an open and positive complaints culture that learns from resident feedback?

We have an exciting opportunity for a Housing Complaints Officer to join our Housing Services and Strategy team. This role has been created to support our journey in developing a resident-centric and open approach to complaints handling, driving forward analysis of complaints data and developing a lessons-learnt approach that will help transform services and improve customer satisfaction.

We are seeking a highly organised, flexible and motivated individual who will be responsible for managing all aspects of Stage 1 complaints relating to the Council’s Housing Service. You will need to be articulate, have excellent communication skills and the confidence to handle complaints and difficult conversations.

You will need excellent communication skills to ensure that you can get to the heart of issues and deal with them sensitively and professionally.

Key Duties and Responsibilities:

• Support complainants in the role as advocate to ensure the best possible solution to their complaints or feedback, and work with key stakeholders to resolve the issue to its fullest potential.
• Draw on knowledge of Housing service area functions, policies and procedures to thoroughly investigate and respond to Stage 1 complaints in line with relevant legislation and statutory obligations.
• Act as the single point of contact for the complainant throughout, communicating clear actions to put things right.
• Develop effective relationships, manage potential situations of conflict and rebuild trust with the complainant in a professional and effective way.
• Produce reports setting out complaints, findings, recommendations, lessons learnt and recommending strategic solutions to improve service delivery to residents. Support managers on how recommendations and improvements can be implemented.

What you need to know:

There will be a test before the interview.

For an informal chat, please contact Bradley Amies (Housing Performance Manager) on 0115 9173935 or via email Bradley.amies@broxtowe.gov.uk.