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- Tasks: Investigate and manage housing complaints while improving service delivery.
- Company: Join Redditch Borough Council, dedicated to serving the community.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Why this job: Make a real difference in tenants' lives and enhance community services.
- Qualifications: Experience in handling complaints and strong communication skills required.
- Other info: Ongoing training and development opportunities available.
The predicted salary is between 29540 - 32061 £ per year.
Situated in North Worcestershire, Bromsgrove District Council and Redditch Borough Council share services. The Councils are committed to being a customer driven organisation, with our customers at the heart of everything we do; focused on improving delivery services that make a difference to the community that we serve.
The tenants are at the forefront of everything we do. The successful candidate is, therefore, a main point of contact where they are expected to have a positive attitude and eager to help when working with our tenants.
The Role
- Investigate, manage, and respond to housing complaints in line with Council policy and Housing Ombudsman requirements.
- Act as a key point of contact for tenant, Councillor, MP, and Housing Ombudsman enquiries.
- Work collaboratively with housing teams to resolve issues promptly and improve service delivery.
- Support compliance with the Regulator of Social Housing Consumer Standards.
- Maintain accurate complaints and enquiry data and contribute to reporting and service improvement.
Key requirements for the successful Housing Complaints and Quality Officer are:
- Experience investigating and responding to complex complaints.
- Strong customer service focus with the ability to communicate clearly and empathetically.
- Ability to manage sensitive situations and de-escalate conflict.
- Educated to A-level or equivalent in a relevant subject.
- Flexible approach, with the ability to adapt to changing priorities.
Skills & Experience
- Experience in a complaint, housing, customer service or administrative role.
- Knowledge of housing regulation and Consumer Standards (desirable).
- Strong written and verbal communication skills.
- Confident IT skills and experience handling data and confidential information.
- Ability to build positive working relationships and work effectively as part of a team.
Additional Information
- Competitive local government salary.
- Local Government Pension Scheme.
- Generous annual leave entitlement.
- Flexible and hybrid working options.
- Ongoing training and development opportunities.
Closing date for receipt of completed applications is Sunday 22 February 2026. Interviews will be held on week commencing 2 March 2026.
If you require further information please contact Jo Frost, Senior Housing Complaints and Quality Officer on ext:3045 or to apply please select the apply button at the end of this advert. If you experience difficulties applying online then please contact HR Support. CVs will not be accepted.
We are an equal opportunities employer and welcome applications from all Sections of the Community.
Housing Complaints and Quality Officer in Birmingham employer: Speak for Impact Training L
Contact Detail:
Speak for Impact Training L Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaints and Quality Officer in Birmingham
✨Tip Number 1
Get to know the organisation! Research Bromsgrove District Council and Redditch Borough Council. Understand their values and how they serve the community. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! As a Housing Complaints and Quality Officer, you'll need to communicate clearly and empathetically. Role-play potential scenarios with friends or family to build your confidence in handling sensitive situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events related to housing and community services. Building relationships can give you insider knowledge and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows that you’re proactive and serious about the role. Don’t forget to follow up if you haven’t heard back after a few weeks!
We think you need these skills to ace Housing Complaints and Quality Officer in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Housing Complaints and Quality Officer. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Customer Service Skills: Since we're all about putting customers at the heart of what we do, emphasise your strong customer service focus. Share examples of how you've effectively communicated and resolved issues in previous roles.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences without unnecessary fluff.
Apply Through Our Website: Don't forget to apply through our website! It's the best way to ensure your application gets to us directly. Plus, you'll find all the info you need about the role and our councils there.
How to prepare for a job interview at Speak for Impact Training L
✨Know Your Stuff
Make sure you understand the role of a Housing Complaints and Quality Officer. Familiarise yourself with housing regulations, the Consumer Standards, and the specific policies of Redditch Borough Council. This knowledge will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about being customer-driven, prepare examples from your past experiences where you've successfully handled complaints or resolved conflicts. Highlight your ability to communicate clearly and empathetically, as these are key traits for the job.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, such as a difficult tenant complaint. Think through potential scenarios and how you would approach them, focusing on your problem-solving skills and ability to de-escalate conflict.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. This could be about the team you'll be working with, ongoing training opportunities, or how the council measures success in handling complaints. It shows your enthusiasm and helps you gauge if the role is right for you.
