At a Glance
- Tasks: Manage housing complaints, investigate issues, and draft clear responses.
- Company: Join a supportive Housing Association in Surrey.
- Benefits: Enjoy hybrid working, flexible hours, and a competitive salary.
- Other info: Great opportunity for career growth in social housing.
- Why this job: Make a real difference by helping residents resolve their housing issues.
- Qualifications: Experience in complaints management and strong written communication skills.
The predicted salary is between 41000 - 41000 £ per year.
We are currently working in partnership with a Housing Association based in Surrey, who are recruiting for a Stage One Housing Complaints Officer on a permanent contract. The position is due to start as soon as possible and is offering a salary of £41,000 per annum.
The ideal candidate will have experience managing complaints within a Social Housing or Local Authority setting, have a strong understanding of the Housing Ombudsman Complaint Handling Code, and possess excellent written communication skills with the ability to produce clear and well-evidenced complaint responses.
Duties will include (but are not limited to):
- Managing housing complaints from start to finish, acting as the single point of contact for residents
- Investigating complaints by liaising with housing, repairs, contractors and support teams
- Drafting clear, balanced and evidence-based complaint responses within agreed timescales
- Handling sensitive and complex cases involving vulnerable residents with empathy and professionalism
- Ensuring complaints are handled in line with the Housing Ombudsman Complaint Handling Code and organisational policies
- Maintaining accurate records on case management systems and monitoring complaint progress
- Recommending remedies and compensation where appropriate in line with policy
- Identifying complaint trends, lessons learned and opportunities for service improvement
- Preparing reports and responses for managers, councillors, MPs and the Housing Ombudsman
- Monitoring agreed actions and ensuring resolutions are implemented effectively
Experience required:
- Experience in complaints management
- Experience working within Local Government and/or Social Housing
- Working knowledge of the Housing Ombudsman Complaint Handling Code
Skills, knowledge and expertise required:
- Strong written communication skills
- Excellent organisational and time management
- Good understanding of social housing operations, legislation and regulatory standards
Rewards and Benefits:
- Hybrid working
- Flexible working arrangements
Working hours: 37 hours per week, Monday – Friday, 9am-5pm
Please note that you require recent experience to apply for this role.
Stage 1 Housing Complaints Officer in Guildford employer: James Andrews Recruitment Solutions Ltd
Join a forward-thinking Housing Association in Surrey, where your role as a Stage One Housing Complaints Officer will be pivotal in enhancing resident satisfaction and service quality. With a strong commitment to employee well-being, we offer hybrid working options, flexible hours, and a supportive work culture that prioritises professional growth and development. Here, you will not only manage complaints with empathy and professionalism but also contribute to meaningful improvements in the community, making this an excellent opportunity for those seeking a rewarding career in social housing.
Contact Details:
James Andrews Recruitment Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Stage 1 Housing Complaints Officer in Guildford
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by brushing up on the Housing Ombudsman Complaint Handling Code. Make sure you can discuss how your experience aligns with the role, especially when it comes to managing complaints and working with vulnerable residents.
✨Tip Number 3
Don’t just apply anywhere; focus on roles that excite you! Use our website to find positions that match your skills and interests, and tailor your approach to each one. Show them why you’re the best fit!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
We think you need these skills to ace Stage 1 Housing Complaints Officer in Guildford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in managing complaints, especially within social housing or local authority settings. We want to see how your skills align with the role of a Stage One Housing Complaints Officer.
Showcase Your Writing Skills:Since excellent written communication is key for this role, take the time to craft clear and concise responses in your application. We’re looking for evidence of your ability to produce well-structured complaint responses.
Highlight Relevant Experience:Don’t forget to mention any specific experience you have with the Housing Ombudsman Complaint Handling Code. We want to know how you’ve applied this knowledge in previous roles, so be specific!
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 the path to joining our team!
How to prepare for a job interview at James Andrews Recruitment Solutions Ltd
✨Know Your Stuff
Make sure you brush up on the Housing Ombudsman Complaint Handling Code and any relevant legislation. Being able to discuss these topics confidently will show that you’re serious about the role and understand the framework within which you'll be working.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complaints, especially in social housing or local authority settings. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Communicate Clearly
Since excellent written communication is key for this role, practice articulating your thoughts clearly during the interview. You might even want to draft a few responses to common complaint scenarios beforehand to demonstrate your ability to produce well-evidenced responses.
✨Empathy is Key
Be prepared to discuss how you handle sensitive cases involving vulnerable residents. Show that you can approach these situations with empathy and professionalism, as this is crucial for building trust and rapport with residents.
