At a Glance
- Tasks: Investigate housing complaints and drive improvements in service delivery.
- Company: Join a forward-thinking local government team dedicated to community welfare.
- Benefits: Enjoy flexible working, generous leave, and family-friendly perks.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference by resolving disputes and enhancing resident experiences.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 35412 - 35412 £ per year.
We are now recruiting for a Housing Complaints and Improvement Officer, who will co‑coordinate 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 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.
Benefits
- 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.
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.
Housing Complaints and Improvement Officer employer: Newark and Sherwood District Council
As a Housing Complaints and Improvement Officer, you will join a supportive and inclusive work culture that prioritises the well-being of both employees and residents. With benefits such as hybrid working, generous annual leave, and a commitment to professional development, this role offers a meaningful opportunity to make a positive impact in the community while enjoying a balanced work-life environment.
Contact Details:
Newark and Sherwood District Council Recruitment Team
