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For Companies At a Glance
- Tasks: Manage housing complaints, ensuring they're logged and resolved efficiently.
- Company: Join a dedicated team focused on improving tenant experiences.
- Benefits: Gain valuable experience in a supportive environment with potential for growth.
- Why this job: Make a real difference in people's lives by resolving their housing issues.
- Qualifications: Experience in complaints handling and strong communication skills required.
- Other info: Office-based role in Ashford, Kent with a temporary contract.
The predicted salary is between 36000 - 60000 £ per year.
Location – Ashford, Kent TN23 (Office-Based Only)
Contract – Temporary (6 Months)
Hours – 37 hours per week, Monday – Friday
The Role Summary
Our client is seeking an experienced Housing Complaints & Resolutions Officer to provide administrative and coordination support within their Housing Performance & Improvement function. This is a key role focused on ensuring housing complaints are logged, allocated, monitored, and reported accurately, in line with statutory requirements and Housing Ombudsman support service improvement while delivering a professional, empathetic experience for tenants.
Key Responsibilities
- Allocate incoming housing complaints to the appropriate officers or teams within agreed timescales.
- Track complaints through all stages, monitoring volumes, response times, and outcomes.
- Maintain accurate complaint records, actions, learning points, and audit trails on internal systems.
- Administer compensation payments linked to complaint resolutions, ensuring financial accuracy.
- Produce performance reports for management and governance purposes.
- Respond to tenant and stakeholder queries regarding complaint processes and case progress.
- Support officers with drafting clear, professional complaint responses where required.
- Identify cases requiring escalation and ensure these are progressed appropriately.
- Assist with statutory returns, audits, and preparation of documentation for meetings.
- Ensure compliance with GDPR, data protection, and internal policies at all times.
Essential Experience & Skills
- Previous experience in a complaints, customer resolution, or housing-related role.
- Strong understanding of complaint handling processes and best practice.
- Excellent written and verbal communication skills, with a professional and empathetic approach.
- Ability to manage conflicting priorities and work accurately under pressure.
- Strong attention to detail and record-keeping skills.
- Confident using Microsoft Office and case management systems.
- Able to remain impartial, objective, and customer-focused when handling sensitive cases.
Desirable
- Knowledge of Housing Ombudsman Complaint Handling Code.
- Experience working within housing services or a local authority environment.
- Familiarity with performance reporting and governance requirements.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
Housing Complaints and Resolutions Officer in Maidstone employer: Service Care Solutions
Contact Detail:
Service Care Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaints and Resolutions Officer in Maidstone
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching common questions related to housing complaints and resolutions. Practise your responses, focusing on your experience and how it aligns with the role. Confidence is key!
✨Tip Number 3
Showcase your skills! When you get the chance to meet potential employers, highlight your attention to detail and your ability to handle sensitive cases. These are crucial in the housing complaints field.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who can bring their expertise to our team.
We think you need these skills to ace Housing Complaints and Resolutions Officer in Maidstone
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints handling and customer resolution. We want to see how your skills match the role, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you the perfect fit. Keep it professional but let your personality come through.
Showcase Your Communication Skills: Since this role requires excellent written communication, ensure your application is clear and free of errors. We appreciate attention to detail, so take the time to proofread your documents before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get you on the path to joining our team!
How to prepare for a job interview at Service Care Solutions
✨Know Your Stuff
Make sure you understand the key responsibilities of a Housing Complaints and Resolutions Officer. Familiarise yourself with complaint handling processes, especially those related to housing. This will help you answer questions confidently and show that you're the right fit for the role.
✨Show Empathy
Since this role involves dealing with tenants' complaints, it's crucial to demonstrate your empathetic approach during the interview. Share examples from your past experiences where you've successfully handled sensitive situations, showing that you can remain impartial while being customer-focused.
✨Be Detail-Oriented
Highlight your attention to detail by discussing how you maintain accurate records and track complaints. You might want to prepare a few examples of how you've managed conflicting priorities or worked under pressure, as this is essential for the role.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful queries about the team's processes, the tools they use, or how they measure success in complaint resolution. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
