At a Glance
- Tasks: Resolve housing complaints and ensure compliance with regulations while collaborating with colleagues.
- Company: Local authority in Hounslow with a focus on community service.
- Benefits: Competitive hourly rate, hybrid working model, and potential for contract extension.
- Other info: Join a supportive team with opportunities for professional growth.
- Why this job: Make a real difference in people's lives by improving housing services.
- Qualifications: Experience in handling complaints within public sector organisations is essential.
The predicted salary is between 30000 - 40000 € per year.
Location: Local authority based in Hounslow
Hourly rate: £21.41 PAYE/ £28.48 Umbrella
Contract Length: 3-month temporary contract (possibility of extension)
Working Pattern: Monday- Friday, 8.45am- 5pm (36 hours per week)
Working Arrangements: Hybrid model: 2 days in Hounslow House office, 3 days working remotely
ASAP Start
Job Purpose:
As a Customer Relations Officer (Housing) you will play a key role in overseeing and working with housing and Social care colleagues to resolve complaints within statutory and corporate timescales. A core function will also be to ensure compliance with the Housing Ombudsman and Local Government and Social Care Ombudsman Complaint Handling Code.
Job Duties:
- Ensure all service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure.
- Be clear, helpful and manage expectations in any telephone conversations and written communication with complainants.
- Keep excellent records of interactions with customers and any other relevant information received and ensure appropriate actions are taken, updating colleagues, casework and computer records as required to enable regular monitoring of the service.
- Undertake assignments of research, analysis, report writing and monitoring as required.
- Work with housing colleagues to ensure Ombudsman cases are investigated and responded to within Ombudsman timescales.
- Work within the processes in place and highlight areas for development to continually improve the service provided.
- Use and help develop supporting IT software through workshops, testing and identifying new ways of working to maximise the effectiveness of the service.
- Administer corporate policies in respect of Data Protection, Freedom of Information and Environmental Information Requests.
- Take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution.
- Liaise with Senior Managers, Heads of Service, housing service areas as part of remedial activities to remedy areas of failure.
Person Specification:
The ideal candidate must have:
- Previous experience working on complaints for a council or similar public sector organisation.
- Experience and/or skills in ensuring the Stage 1 and Stage 2 corporate complaint process is effectively implemented in line with the Ombudsman Complaint Handling Code and Complaints, Comments and Compliments policy.
- Experience in ensuring service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure.
- Demonstrable skills and experience of being clear, helpful and managing expectations in any telephone conversations and written communication with complainants.
- Skills to take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution.
Customer Relations Officer (Complaints / Housing) in Hounslow employer: Adecco
As a Customer Relations Officer with our local authority in Hounslow, you will be part of a supportive and dynamic team dedicated to enhancing community services. We offer a hybrid working model that promotes work-life balance, alongside opportunities for professional development and growth within the public sector. Join us to make a meaningful impact while enjoying a collaborative work culture that values your contributions and fosters continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer (Complaints / Housing) in Hounslow
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing and public sector. A friendly chat can lead to insider info about job openings or even a referral. Don’t be shy; we all know someone who knows someone!
✨Tip Number 2
Prepare for those interviews! Research common questions for Customer Relations Officers and practice your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers. It’ll help you shine when discussing your experience with complaints.
✨Tip Number 3
Show off your skills! Bring along examples of how you've handled complaints effectively in the past. We love seeing candidates who can demonstrate their ability to manage expectations and resolve issues professionally.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate individuals ready to make a difference in customer relations. Let’s get you that job!
We think you need these skills to ace Customer Relations Officer (Complaints / Housing) in Hounslow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with complaints handling, especially in a council or public sector setting. We want to see how your skills align with the role of Customer Relations Officer!
Showcase Your Communication Skills:Since this role involves a lot of written communication, be clear and concise in your application. Use examples that demonstrate your ability to manage expectations and resolve issues effectively – we love a good story!
Highlight Relevant Experience:Don’t forget to mention any previous roles where you’ve dealt with complaints or worked within statutory timescales. We’re looking for candidates who can hit the ground running, so make your experience shine!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get you on board as a potential Customer Relations Officer!
How to prepare for a job interview at Adecco
✨Know Your Stuff
Make sure you’re familiar with the Housing Ombudsman and Local Government and Social Care Ombudsman Complaint Handling Code. Brush up on the council's complaints procedure and be ready to discuss how you've handled similar situations in the past.
✨Showcase Your Communication Skills
As a Customer Relations Officer, clear communication is key. Prepare examples of how you've managed expectations and resolved complaints effectively. Practise articulating your thoughts clearly, both verbally and in writing.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you identified areas for improvement in complaint handling or service delivery. Be ready to share how you took ownership of these issues and what steps you took to resolve them.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Prepare by thinking through potential complaints you might encounter in this role and how you would handle them, ensuring you align your answers with the council’s policies.
