At a Glance
- Tasks: Manage complaints and drive service improvements in a supportive team.
- Company: Join the Royal Borough of Greenwich, committed to community diversity.
- Benefits: Permanent position with a competitive salary and 35-hour work week.
- Other info: Embrace a culture of feedback and continuous improvement.
- Why this job: Make a real difference by enhancing services and supporting residents.
- Qualifications: Experience in complaint management and strong analytical skills required.
The predicted salary is between 35000 - 40000 £ per year.
We are seeking a proactive and analytical Service Improvement Officer to join our Housing Safer Communities team. This is a key role responsible for managing and coordinating complaints across the service, ensuring high quality investigations, meaningful learning, and continuous service improvement.
You will play a vital part in strengthening our complaints handling processes, supporting compliance with the Housing Ombudsman Service Complaint Handling Code, and embedding a culture where feedback drives positive change.
We Are Looking For Someone Who:
- Has experience managing complaints (Stage 1 and Stage 2), Ombudsman enquiries, Freedom of Information (FOI) and Subject Access Requests (SARs), Members Casework (Councillor and MPs), ideally within social housing, community safety, or a regulated public service environment.
- Demonstrates strong investigative, analytical, and report writing skills.
- Has sound knowledge of complaint handling best practice and regulatory expectations, including the Housing Ombudsman Service Complaint Handling Code.
- Is highly organized, able to manage competing priorities, and meet strict deadlines.
- Communicates sensitively and effectively with residents, particularly in complex or high‑risk situations.
- Is committed to equality, diversity, and delivering fair outcomes for all residents.
Grade: SO2
Employment Term: Permanent
Hours: 35 hours per week
Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.
Service Improvement Officer in London employer: Royal Borough Of Greenwich
The Royal Borough of Greenwich is an exceptional employer, offering a supportive work culture that prioritises employee development and community engagement. As a Service Improvement Officer, you will benefit from a collaborative environment that values diversity and encourages innovative thinking, all while making a meaningful impact on residents' lives through effective complaint management and service enhancement.
Contact Details:
Royal Borough Of Greenwich Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Improvement Officer in London
✨Tip Number 1
Network like a pro! Reach out to people in the housing and community safety sectors. Attend events, join online forums, and connect with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by brushing up on your complaint handling knowledge. Familiarise yourself with the Housing Ombudsman Service Complaint Handling Code and think of examples from your past experiences that showcase your investigative and analytical skills. We want you to shine!
✨Tip Number 3
Showcase your commitment to equality and diversity during interviews. Be ready to discuss how you've ensured fair outcomes in previous roles. This will resonate well with employers who value these principles as much as we do at StudySmarter.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our team and contributing to service improvement in the community.
We think you need these skills to ace Service Improvement Officer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with complaints management and service improvement. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Skills:When writing your application, emphasise your investigative and analytical skills. We’re looking for someone who can handle complex situations, so share examples that demonstrate your ability to communicate effectively and sensitively with residents.
Be Organised:Since this role involves managing competing priorities, it’s a good idea to mention how you stay organised and meet deadlines. We love seeing candidates who can juggle multiple tasks while maintaining high standards!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Royal Borough Of Greenwich
✨Know Your Stuff
Make sure you brush up on the Housing Ombudsman Service Complaint Handling Code and best practices in complaint management. Being able to discuss these topics confidently will show that you're serious about the role and understand the key responsibilities.
✨Showcase Your Skills
Prepare examples from your past experiences where you've successfully managed complaints or handled complex situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to see your capabilities.
✨Be Organised
Since this role requires managing competing priorities, demonstrate your organisational skills during the interview. You could mention tools or methods you use to stay on top of tasks, which will highlight your ability to meet strict deadlines.
✨Communicate with Empathy
Practice how you would communicate sensitive information, especially in high-risk situations. Showing that you can handle difficult conversations with empathy and professionalism will be crucial in this role, so think of scenarios where you've done this well.
