At a Glance
- Tasks: Coordinate customer feedback and improve housing services through effective communication.
- Company: Join East Lothian Council's Housing Strategy, Policy and Performance team.
- Benefits: Competitive hourly rate, flexible hours, and potential for home/hybrid working.
- Other info: Opportunity for professional development and a supportive work environment.
- Why this job: Make a real difference by ensuring customer voices shape housing services.
- Qualifications: HND or SVQ Level 4 in Business Administration or relevant experience required.
The predicted salary is between 18.34 - 19.86 £ per hour.
Hourly rate of pay: £18.34 - £19.86
Days and Hours of Work: Monday - Friday, 09:00-17:00. Flexi time is applicable. To start asap. Applications will be accepted from those wishing to be considered for this role on a part-time basis. If you are applying for this role on a part-time basis, please tell us in the Additional Information section of the application form.
Housing Services are looking for a motivated and highly organised Customer Feedback Officer to join our Housing Strategy, Policy and Performance team. This is an exciting opportunity to play a key role in ensuring customer voices are heard and used to shape and improve housing services. You will coordinate and investigate complaints, manage Freedom of Information and Environmental Information Regulation requests, support Subject Access Requests, and work closely with colleagues to identify learning opportunities that improve services for tenants and customers.
Home / Hybrid Working Consideration: Applications for home or hybrid working will be considered for this post in accordance with East Lothian Council’s Home Working and Worksmart Policies. Home or Hybrid working options can be discussed with candidates invited for interview. Please Note: All home/hybrid workers must live in the UK. Where an application for home-working is supported, it will be subject to a satisfactory trial period. Employees will be expected to attend Council offices for the duration of induction, and be on site in East Lothian workplaces, as required. Employees with a hybrid working arrangement in place will be office based and able to work from home, with permission, on an ad hoc basis.
Job Details:
- Contribute on a day-to-day basis to customer, elected member and MSP feedback for the Housing services.
- Coordinate Freedom of Information responses pertaining to Housing Service, ensuring best practice is maintained and that any statutory responsibilities are met.
- Provide responsive and efficient Customer Feedback, Insurance & Claims information, Freedom of Information/Environmental Information Regulations (FOI/EIR) and Subject Access Requests (SAR) handling for Housing Services.
- Develop, implement, monitor and maintain accurate records and systems and ensure response targets are met.
- Analyse enquiries and complaints to establish patterns and identify areas for training, performance improvement and education.
Please download the Job Outline/Person Specification for the full range of tasks and duties associated with this job. You will need to refer to these in order to complete the application form. You must ensure you meet every 'essential' criteria stated on the Person Specification to be considered for interview.
The ‘East Lothian Way’ – values and behaviours we expect our employees to demonstrate in their everyday work. Should you be invited to interview, you may be asked questions based on these behaviours.
Job Requirements:
- Relevant Qualifications: Educated to HND or SVQ Level 4 in Business Administration or other relevant discipline and/or able to demonstrate equivalent knowledge, skills and competencies gained through relevant experience.
- Evidence of commitment to Continual Professional Development.
- Level 1 Disclosure Clearance: This role requires Level 1 Disclosure Clearance to allow access to the Public Sector Network. ELC will submit a Police Act Disclosure application on behalf of the preferred candidate and receipt of the subsequent certificate will be required prior to commencement.
- Please note: If you have spent more than 3 months working or living out with the UK in the last 5 years then you will also be required to present a copy of an overseas criminal record check.
Additional Information: For additional East Lothian Council employment information please click on the following link.
Customer Feedback Officer (Housing Services) - EAL12962 in Tranent employer: East Lothian Council
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Feedback Officer (Housing Services) - EAL12962 in Tranent
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like East Lothian Council and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at East Lothian Council and let us see your personality shine through!
We think you need these skills to ace Customer Feedback Officer (Housing Services) - EAL12962 in Tranent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and East Lothian Council.
Get Familiar with Our Brand:Before applying, take some time to learn about East Lothian Council and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at East Lothian Council
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress East Lothian Council.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which East Lothian Council will surely appreciate.
