At a Glance
- Tasks: Manage and improve complaint handling processes in housing services.
- Company: Join a dedicated team focused on community safety and service improvement.
- Benefits: Permanent role with opportunities for professional growth and development.
- Other info: Dynamic work environment committed to equality and diversity.
- Why this job: Make a real difference by enhancing resident experiences and driving positive change.
- Qualifications: Experience in complaint management and strong analytical skills required.
The predicted salary is between 30000 - 40000 € per year.
Job Reference: royalgreenwich/TP/1546/693
Number of Roles: 1
Type of Role: Permanent
Main Location: The Woolwich Centre
Closing Date: 29/05/2026
Job Category: Housing services
Region / Division: The Woolwich Centre
Directorate: Housing and Safer Communities
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 organised, 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.
Service Improvement Officer in Woolwich employer: Royal Borough Of Greenwich
As a Service Improvement Officer at The Woolwich Centre, you will be part of a dedicated team committed to enhancing the quality of housing services in a vibrant community. Our organisation fosters a supportive work culture that prioritises employee development and offers opportunities for professional growth, ensuring that your contributions lead to meaningful improvements in residents' lives. Located in the heart of Woolwich, we provide a dynamic environment where your skills in complaint management and service enhancement can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Service Improvement Officer in Woolwich
✨Tip Number 1
Network like a pro! Reach out to people in the housing services sector, especially those who work in roles similar to the Service Improvement Officer. Use platforms like LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨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 skills in managing complaints and driving service improvement.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We’re always on the lookout for passionate individuals who want to make a difference in housing services. Tailor your application to highlight your experience with FOI, SARs, and your commitment to equality and diversity.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Mention something specific from the interview that resonated with you, reinforcing your interest in the position and the team.
We think you need these skills to ace Service Improvement Officer in Woolwich
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 of Service Improvement Officer, so don’t hold back on showcasing your relevant achievements!
Showcase Your Skills:When writing your application, emphasise your strong investigative and analytical skills. Use specific examples from your past experiences that demonstrate how you've successfully handled complaints or improved services. This will help us see you in action!
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure to proofread for any typos or errors before hitting send!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the details you need about the role and our team there!
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. Familiarise yourself with common issues faced in social housing and be ready to discuss how you've handled similar situations in the past.
✨Showcase Your Skills
Prepare examples that highlight your investigative, analytical, and report writing skills. Think of specific instances where you successfully managed complaints or improved processes, as this will demonstrate your capability for the role.
✨Be Organised
Since the role requires managing competing priorities, come prepared with a plan on how you would handle multiple complaints or requests. Discuss your time management strategies and how you ensure deadlines are met without compromising quality.
✨Communicate with Empathy
Practice how you would communicate sensitive information to residents, especially in complex situations. Show that you understand the importance of empathy and clarity in your communication, which is crucial for building trust and ensuring fair outcomes.
