At a Glance
- Tasks: Resolve housing complaints and ensure compliance with regulations while working with a supportive team.
- Company: Local authority in Hounslow focused on community service and improvement.
- Benefits: Competitive hourly rate, hybrid working model, and potential for contract extension.
- Other info: Opportunity for professional growth in a dynamic and collaborative environment.
- Why this job: Make a real difference in people's lives by improving housing services and resolving issues.
- Qualifications: Experience in handling complaints within public sector organisations and strong communication skills.
The predicted salary is between 44500 - 58000 £ per year.
Location: Local authority based in Hounslow
Hourly rate: 21.41 PAYE/ 28.48 Umbrella
Contract Length: 3-month temporary contract (possibility of extension)
Working Pattern: Monday- Friday, 8.45am- 5pm (36 hours per week)
Working Arrangements: Hybrid model: 2 days in Hounslow House office, 3 days working remotely
ASAP Start
Job Purpose
As a Customer Relations Officer (Housing) you will play a key role in overseeing and working with housing and Social care colleagues to resolve complaints within statutory and corporate timescales. A core function will also be to ensure compliance with the Housing Ombudsman and Local Government and Social Care Ombudsman Complaint Handling Code.
Job Duties
- Ensure all service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure.
- Be clear, helpful and manage expectations in any telephone conversations and written communication with complainants.
- Keep excellent records of interactions with customers and any other relevant information received and ensure appropriate actions are taken, updating colleagues, casework and computer records as required to enable regular monitoring of the service.
- Undertake assignments of research, analysis, report writing and monitoring as required.
- Work with housing colleagues to ensure Ombudsman cases are investigated and responded to within Ombudsman timescales.
- Highlight areas for development to continually improve the service provided.
- Use and help develop supporting IT software through workshops, testing and identifying new ways of working to maximise the effectiveness of the service.
- Administer corporate policies in respect of Data Protection, Freedom of Information and Environmental Information Requests.
- Take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution.
- Liaise with Senior Managers, Heads of Service, housing service areas as part of remedial activities to remedy areas of failure.
Person Specification
- Previous experience working on complaints for a council or similar public sector organisation.
- Experience and/or skills in ensuring the Stage 1 and Stage 2 corporate complaint process is effectively implemented in line with the Ombudsman Complaint Handling Code and Complaints, Comments and Compliments policy.
- Experience in ensuring service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure.
- Demonstrable skills and experience of being clear, helpful and managing expectations in any telephone conversations and written communication with complainants.
- Skills to take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution.
Adecco Group UK & Ireland is an Equal Opportunities Employer.
Customer Relations Officer for Housing Complaints. Job in Hounslow LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
As a Customer Relations Officer for Housing Complaints in Hounslow, you will join a supportive local authority that values professionalism and compliance, offering a hybrid working model that promotes work-life balance. The organisation fosters a collaborative work culture, providing opportunities for personal and professional growth while ensuring that your contributions directly impact the community. With a commitment to continuous improvement and employee development, this role is perfect for those seeking meaningful and rewarding employment in the public sector.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer for Housing Complaints. Job in Hounslow LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or local authority. A friendly chat can sometimes lead to job opportunities that aren't even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research common questions for Customer Relations Officers and practice your responses. We want you to shine when discussing your experience with complaints handling and customer service.
✨Tip Number 3
Show off your skills! Bring examples of how you've successfully managed complaints in the past. This will demonstrate your ability to handle the role effectively and give you an edge over other candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Relations Officer for Housing Complaints. Job in Hounslow LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Relations Officer role. Highlight your experience with complaints handling and any relevant skills that match the job description. We want to see how you fit into our team!
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your ability to be clear and helpful in your written application. Use examples from your past experiences where you've successfully managed expectations or resolved issues.
Highlight Relevant Experience:If you've worked in a council or similar public sector organisation before, make it known! We love seeing candidates who understand the ins and outs of complaint processes and can ensure compliance with the Ombudsman standards.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Make sure you’re familiar with the Housing Ombudsman and Local Government and Social Care Ombudsman Complaint Handling Code. Brush up on the council's complaints procedure and be ready to discuss how you’ve handled similar situations in the past.
✨Showcase Your Communication Skills
As a Customer Relations Officer, clear communication is key. Prepare examples of how you've managed expectations and resolved complaints effectively. Practise articulating your thoughts clearly, both verbally and in writing.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you identified areas for improvement in complaint handling or service delivery. Be ready to share how you approached these challenges and what outcomes you achieved.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Prepare by thinking through potential housing complaint situations and how you would handle them, ensuring you align your responses with the council’s policies and procedures.
