Housing Complaints and Improvement Officer
Permanent
37 hours per week
NS09 £33,699 - £35,412 per annum
Pay Award Pending *
We are now recruiting for a Housing Complaints and Improvement Officer, who will co-ordinate and investigate housing related complaints. You will resolve disputes quickly and fairly, ensuring adherence to policy, the Housing Ombudsman’s Complaint Handling Code and regulatory standards, and to ensure learning from complaints is captured and translated into improvements in service.
You will be responsible for managing a caseload of stage 1 and stage 2 complaints from customers, including ensuring ongoing actions and compensation awarded are followed up, and highlight and report emerging themes from complaints for further investigation and analysis. This may include forming relevant working groups to ensure all relevant input is considered and the appropriate outcomes are delivered.
You will have a demonstrable experience of working in a customer related or complaints handling service, have excellent communication skills and at least 5 GCSEs at C/4 or above, or equivalent and a level 4 housing qualification or a commitment to obtain one.
You should have a flexible approach to work, be caring and compassionate, be highly organised and accurate and put residents at the heart of what you do in providing excellent customer service.
We’re an ambitious, forward-thinking Council with strong values and a culture of doing our absolute best to serve our customers. We are proud of our organisational culture and receive positive feedback from our employees. We have a programme of internal activity to ensure that the voices of our employees are always heard and that they are kept informed on all Council activity and events. From roadshows to an annual award ceremony, from reviewing working arrangements to monthly craft sessions, it is incredibly important our employees are shown how valued they are and that they remain the beating heart of our workplace.
We offer:
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Enrolment in the career average local government pension scheme.
- Flexi scheme.
- Hybrid working.
- A generous annual leave entitlement that increases with service.
- Family-friendly benefits.
- One days’ paid volunteering leave.
- Lifestyle benefits platform.
- Funded health cash plan.
- Free car parking to 31 March 2028
- £10 a month gym membership at one of our gyms in the district.
You will be working with a professional, committed and experienced team who are passionate about supporting us to deliver the objectives as outlined in our Community Plan.
For an informal chat or more information, please contact Nicola Priest, Housing Regulatory Compliance Manager on 01636 655526.
Pay Award from 1 April 2026 still under negotiation.
As an employer we will promote an inclusive working environment to maintain and develop a forward thinking and diverse workforce.
Veterans/family of forces/ex-forces, those in care/care leavers, and candidates who declare disabilities (as defined by the Equality Act 2010) will be guaranteed interviews provided they have demonstrated that they meet the essential criteria of the post as detailed in the Person Specifications on their application forms.
We will not accept CVs from unsolicited recruitment agencies.
We recommend you submit your application early, as we often receive a large number of applications and therefore we reserve the right to close the advert early
Closing Date: Friday 10th July
Interview: 21st and 22nd July
