At a Glance
- Tasks: Manage and resolve housing complaints, ensuring clear and customer-focused responses.
- Company: Join a dedicated housing complaints team making a difference in residents' lives.
- Benefits: Competitive pay, flexible work-from-home options, and a supportive team environment.
- Other info: Opportunity to develop skills in a dynamic and rewarding role.
- Why this job: Make a real impact by improving housing services and supporting residents.
- Qualifications: Experience in handling Stage 1 & 2 complaints in housing or local government.
The predicted salary is between 45760 - 58240 £ per year.
Location: 2 days a week work from home
Salary: £22.00 - £28.00phr umbrella dependent on experience
Contract: Full-Time, 6 month initial contract
Important Application Criteria
Please note: We are only able to consider applications from candidates who have previous complaints experience within Social Housing, Local Government, Council Housing, Housing Associations, ALMOs, or the Housing Ombudsman Service. Applicants without relevant housing, council or Ombudsman complaints experience will unfortunately not be shortlisted for this position.
About the Role
I am seeking an experienced Stage 1 & 2 Complaints Officer to join a busy housing complaints team. This role will be responsible for managing formal complaints from initial investigation through to resolution, ensuring responses are clear, accurate, customer-focused and completed within required timescales. You will work closely with residents, contractors, repairs teams, housing officers, senior managers and external stakeholders to investigate complaints, identify service failures and support positive outcomes for customers.
Key Responsibilities
- Manage Stage 1 and Stage 2 complaints in line with organisational policy and statutory timescales.
- Investigate complaints relating to housing, repairs, maintenance, disrepair, damp and mould, tenancy services and customer service.
- Draft high-quality complaint responses that are clear, professional and evidence-based.
- Liaise with internal departments, contractors and external partners to obtain information and resolve complaints.
- Identify service failures and recommend appropriate remedies, including compensation where required.
- Handle escalated complaints, Member Enquiries and Housing Ombudsman-related cases.
- Maintain accurate complaint records on CRM and housing management systems.
- Monitor complaint deadlines and ensure cases are progressed within agreed timescales.
- Support service improvement by identifying trends, recurring issues and lessons learned.
- Provide excellent customer service when dealing with residents, including vulnerable customers and complex cases.
Essential Requirements
- Previous experience managing Stage 1 and Stage 2 complaints within a housing, council, local authority, ALMO, housing association or Ombudsman environment.
- Strong knowledge of housing complaints processes and complaint handling best practice.
- Experience investigating complex complaints and producing written responses.
- Excellent written and verbal communication skills.
- Ability to manage high-volume caseloads and meet strict deadlines.
- Experience liaising with residents, contractors, repairs teams and senior stakeholders.
- Strong attention to detail and accurate record keeping.
- Ability to remain calm and professional when dealing with challenging conversations.
Desirable Experience
- Experience handling Housing Ombudsman cases.
- Knowledge of the Housing Ombudsman Complaint Handling Code.
- Experience with repairs, disrepair, damp and mould, planned works or housing maintenance complaints.
- Experience using systems such as Northgate, NEC Housing, Civica, Dynamics 365, OHMS or similar.
- Understanding of compensation, remedies and service failure assessment.
Housing Complaints Officer in Guildford employer: Park Avenue Recruitment
Join a dynamic and supportive team as a Housing Complaints Officer, where your expertise in managing complaints will directly contribute to enhancing the lives of residents. With the flexibility of working from home two days a week and a competitive salary, we prioritise employee well-being and professional growth, fostering a culture of collaboration and continuous improvement. Our commitment to service excellence ensures that you will have the opportunity to make a meaningful impact while developing your skills in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaints Officer in Guildford
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector, especially those who have experience with complaints. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of housing complaints processes. Be ready to discuss specific cases you've handled and how you resolved them. We want to see your expertise shine!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance at landing that Housing Complaints Officer role. We’re always on the lookout for candidates with the right experience, so make sure your application stands out!
We think you need these skills to ace Housing Complaints Officer in Guildford
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your previous complaints experience in social housing or related fields. We want to see how your background aligns with the role, so don’t hold back on those relevant details!
Be Clear and Concise:When drafting your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences, especially when it comes to handling complaints.
Tailor Your Application:Don’t just send a generic application! Tailor your responses to reflect the specific requirements of the Housing Complaints Officer role. We love seeing candidates who take the time to connect their skills with what we’re looking for.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into our hands quickly and efficiently, so don’t miss out!
How to prepare for a job interview at Park Avenue Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of housing complaints processes and best practices. Familiarise yourself with the specific challenges faced in social housing, as well as any relevant legislation or codes, like the Housing Ombudsman Complaint Handling Code.
✨Showcase Your Experience
Prepare to discuss your previous experience managing Stage 1 and Stage 2 complaints. Have specific examples ready that highlight your ability to investigate complex issues, draft clear responses, and liaise effectively with various stakeholders.
✨Demonstrate Customer Focus
Be ready to talk about how you handle challenging conversations and support vulnerable customers. Share examples of how you've provided excellent customer service and resolved complaints while maintaining professionalism.
✨Stay Organised
Since this role involves managing a high-volume caseload, emphasise your organisational skills. Discuss how you keep track of deadlines and ensure that all complaint records are accurate and up-to-date, showcasing your attention to detail.
