At a Glance
- Tasks: Lead the management of Housing Ombudsman information requests and support complaint resolutions.
- Company: Dynamic housing organisation focused on resident satisfaction.
- Benefits: Competitive pay, hybrid working, and a chance to make a real difference.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Tackle complex cases and ensure positive outcomes for residents while developing your skills.
- Qualifications: Experience in social housing and strong complaint resolution skills required.
We are recruiting on behalf of a housing organisation for an experienced Complaints Officer to support the Assets Complaints function during a period of review. The principal focus of the role will be to lead on the management and collation of Housing Ombudsman information requests, while supporting the Assets Complaints Manager to ensure short-notice Housing Ombudsman Service ordered complaints and compliance actions are completed within required timescales. This is a varied and fast-paced role suited to someone who is confident, organised and tenacious, with the ability to challenge and influence colleagues to ensure actions are followed through to successful outcomes.
Key Responsibilities:
- Lead on the collation, coordination and management of Housing Ombudsman information requests.
- Support the Assets Complaints Manager with short-notice Housing Ombudsman Service ordered complaints.
- Monitor and coordinate compliance actions, including inspection orders and complex works.
- Liaise with repairs, assets and wider internal teams to ensure actions are completed within required timescales.
- Provide constructive challenge and maintain oversight of actions through to completion.
- Support the management, response and resolution of complex complaints.
- Maintain accurate records and ensure relevant systems are kept fully up to date.
- Identify risks, delays and outstanding actions, escalating where appropriate.
- Support learning from complaints, outcomes and customer experiences.
- Build effective relationships across teams to influence positive outcomes for residents.
- Ensure work is delivered in line with regulatory requirements, policies and procedures.
- Provide a high-quality, resident-focused service throughout the complaints process.
The successful Complaints Officer will have:
- Experience in social housing, ideally within a repairs or assets environment.
- Experience managing, responding to and resolving complaints.
- Strong knowledge of Housing Ombudsman processes and regulatory requirements.
- Excellent organisation and time management skills, with the ability to meet tight deadlines.
- A confident, assertive and tenacious approach, with the ability to challenge and influence colleagues.
- Strong communication skills and the ability to build rapport with residents.
- A resident-focused approach, with an understanding of diversity, inclusion and reasonable adjustments.
- The ability to manage competing priorities and work effectively across multiple teams.
- A commitment to learning from complaints and improving services.
Why Apply?
£24-£27 per hour (umbrella) initial 6 month assignment Hybrid working. You will have the opportunity to work on complex and high-priority cases, support Housing Ombudsman compliance and play an important role in ensuring actions are delivered and positive outcomes are achieved for residents.
Complaints Officer in Walton-on-Thames employer: Niyaa People Ltd
Niyaa People Ltd is an excellent employer that values community engagement and employee development. Working as a Street Warden in Newark on Trent not only offers competitive pay but also provides a supportive work culture where your contributions directly impact the local neighbourhood. With opportunities for skill enhancement and a focus on fostering positive relationships within the community, this role is perfect for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Walton-on-Thames
✨Get Engaged in Local Politics
Dive into your local council meetings or community boards. These spaces are packed with people who are already in the public sector and might have insider tips on upcoming temporary roles. Plus, you can connect directly with key decision-makers.
✨Stay Alert for Seasonal Recruitment
Many public sector jobs ramp up during certain times of the year, especially around election seasons or local budget planning periods. Keep your eyes peeled for recruitment drives during these windows, as they're prime times for temporary positions.
✨Leverage Online Job Portals
Don’t forget to check government job boards or websites like the local council's site for temporary postings. This is where many roles first get advertised, and applying directly here can speed things up.
✨Tap Into Your University Resources
If you're at university, make the most of your career services to discover opportunities in the public sector. They often have connections with local government employers who are looking for temporary staff and can help you polish your approach.
We think you need these skills to ace Complaints Officer in Walton-on-Thames
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at Niyaa People Ltd
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from Niyaa People Ltd.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show Niyaa People Ltd that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
