About The Role 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.
