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- Tasks: Help residents resolve housing complaints and improve services with empathy and clear communication.
- Company: Join Ashford Borough Council, dedicated to fair and transparent services for residents.
- Benefits: Competitive salary, flexible working, generous leave, and professional development opportunities.
- Why this job: Make a real difference in tenants' lives while driving positive change in housing services.
- Qualifications: Strong communication skills, empathy, and knowledge of complaint handling best practices required.
- Other info: Exciting opportunity in a newly formed team with excellent career growth potential.
The predicted salary is between 33951 - 37638 £ per year.
Are you passionate about delivering fair outcomes, improving services, and making a real difference for tenants? We are creating a new Housing Complaints & Resolutions Team as part of our commitment to delivering excellent, fair and transparent services for our residents. This is an exciting opportunity to join a newly formed team with a clear purpose: to put residents at the heart of complaint handling, rebuild trust, and use learning to drive lasting service improvement across housing.
You will be responsible for providing residents with a clear, consistent and empathetic experience ensuring that complaints are handled fairly, thoroughly and in line with the Housing Ombudsman’s Complaint Handling Code. Acting as a single point of accountability for formal housing complaints you will be responsible for identifying root causes to drive improvement.
- Every resident deserves to feel heard, respected and treated with empathy.
- Complaints should be resolved as early as possible, but never rushed or dismissed.
- Clear communication, ownership and follow-through matter.
- Good complaint handling improves services for everyone, not just the complainant.
- Learning from complaints should lead to real, visible change.
You will work closely with housing services, tenant engagement colleagues, and senior leaders to ensure feedback is translated into action. To thrive in this role, it is essential that you bring a blend of empathy, resilience, and analytical thinking. You will need to be confident communicating with a wide range of people, skilled at managing conflict, and committed to delivering fair outcomes, along with having:
- Excellent interpersonal skills, with the ability to influence and negotiate.
- Strong written and verbal communication skills.
- Knowledge of complaints handling best practice in the social housing sector, including the Housing Ombudsman’s and Local Government Ombudsman’s complaint handling codes.
- Strong attention to detail and ability to manage competing priorities.
- Proficiency in Microsoft Office and case management systems.
- Willingness to travel occasionally for meetings or customer visits.
If you’re committed to fairness, passionate about improving services, and ready to make a positive impact for tenants, we would love to hear from you.
For an informal discussion about the role please contact Danny Regan, Housing Performance & Improvement Manager on 01233 330372.
Hybrid Working: We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working.
Competitive remuneration package: We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.
Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide.
Housing Complaint and Resolution Officer in Ashford employer: Ashford Borough Council
Contact Detail:
Ashford Borough Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaint and Resolution Officer in Ashford
✨Tip Number 1
Get to know the company! Research Ashford Borough Council and their values. Understanding their commitment to fairness and service improvement will help you tailor your approach during interviews.
✨Tip Number 2
Practice your communication skills. Since this role requires excellent interpersonal abilities, try role-playing common scenarios with a friend or family member to boost your confidence in handling complaints.
✨Tip Number 3
Showcase your empathy and analytical thinking. Prepare examples from your past experiences where you resolved conflicts or improved services, as these will resonate well with the interviewers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and making a difference for tenants.
We think you need these skills to ace Housing Complaint and Resolution Officer in Ashford
Some tips for your application 🫡
Show Your Passion: Make sure to express your passion for delivering fair outcomes and improving services in your application. We want to see that you genuinely care about making a difference for tenants, so let that shine through in your writing!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to highlight your relevant skills and experiences, especially those related to complaints handling and communication. We love seeing how you connect your background to our mission.
Be Clear and Concise: When writing your application, clarity is key. Use straightforward language and structure your thoughts logically. We appreciate well-organised applications that are easy to read and get straight to the point!
Check Your Details: Before hitting that submit button, double-check your application for any typos or errors. Attention to detail is crucial in this role, and we want to see that you take pride in your work. Remember, apply through our website for the best chance!
How to prepare for a job interview at Ashford Borough Council
✨Know Your Stuff
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code and best practices in complaints handling. This will show that you’re not just passionate about the role, but also knowledgeable about the standards expected in the social housing sector.
✨Show Empathy
During the interview, demonstrate your ability to empathise with residents. Share examples of how you've handled complaints or conflicts in the past, focusing on how you listened and responded to concerns. This will highlight your interpersonal skills and commitment to fair outcomes.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since strong written and verbal communication skills are essential for this role, consider preparing a few key points about your experience and how it relates to the job description. This will help you convey your ideas effectively during the interview.
✨Be Ready to Problem-Solve
Prepare to discuss how you would identify root causes of complaints and suggest improvements. Think of specific scenarios where you’ve successfully resolved issues or driven change. This will showcase your analytical thinking and resilience, which are crucial for the Housing Complaint and Resolution Officer role.