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- Tasks: Investigate and manage housing complaints while improving service delivery.
- Company: Join Redditch Borough Council, a customer-focused organisation making a difference in the community.
- Benefits: Enjoy competitive salary, generous leave, flexible working, and ongoing training opportunities.
- Why this job: Be a key contact for tenants and make a real impact on their housing experience.
- Qualifications: A-level education or equivalent, with strong customer service and communication skills.
- Other info: Dynamic role with opportunities for career growth and development.
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 01527 64252 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 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
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those connected to Bromsgrove District Council and Redditch Borough Council. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of housing regulations and consumer standards. Show us you’re not just a candidate, but someone who genuinely cares about improving tenant experiences.
✨Tip Number 3
Practice your communication skills! Since this role is all about dealing with complaints, being able to express yourself clearly and empathetically will set you apart. Role-play with a friend or family member to get comfortable.
✨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 serious about joining our team and making a difference in the community.
We think you need these skills to ace Housing Complaints and Quality Officer
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. We want to see how you can bring your unique skills to our team!
Showcase Your Customer Service Skills: Since this role is all about helping tenants, emphasise your strong customer service focus. Share examples of how you've effectively communicated and resolved issues in the past – we love a good story!
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. Remember, clarity is key!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just hit that apply button!
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 helping tenants, be prepared to share examples of how you've successfully handled complaints or difficult situations in the past. Highlight your ability to communicate clearly and empathetically, as well as any experience you have in de-escalating conflicts.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaints or sensitive situations. Think through potential scenarios beforehand and outline your approach. This will demonstrate your problem-solving skills and your ability to think on your feet during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how success is measured in this role. This shows your enthusiasm and helps you determine if the council is the right fit for you.
