Complaints and Enquiries Officer

Organisation: London Borough of Waltham Forest

Salary: PO1 £ 42,492 - £45,123

Contract Type: Full-time/Permanent

Working hours per week: 36

Final date to receive applications: 09/11/2026

Proposed Interview Date(s): TBC

Reference: 2331

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.

London Borough of Waltham Forest is one of the Mayor of London's Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.

The Council's preference is for online application. However, if you have a disability and are unable to complete an online application, please email recr so we can arrange an alternative application method.

To provide a comprehensive and effective customer-focused service by managing and resolving Stage 1 complaints, particularly Housing Disrepair cases, while working collaboratively with colleagues and contractors to achieve positive outcomes for residents and delivering high-quality responses to Members' Enquiries, Freedom of Information requests, and Subject Access Requests.

• To investigate and respond to Stage 1 complaints and resolve them within the required timescale.
• To liaise with complainants to define the subject and scope of complaints and expected resolution.
• To carry out all investigations with an open mind and ensure that all issues raised by the complainant are addressed with reference to any relevant policies, legislation and good practice where appropriate.
• To hold contractors and colleagues to account to ensure that complaints are responded to and resolved in a timely way and with the resident's needs fully addressed.
• To keep the complainant updated on progress with their complaint, clearly communicating, the timescale for response and agree any extensions to timescales, in accordance with the Housing Ombudsman's Complaint Handling Code.
• To coordinate responses to Councillor and MP Enquiries, Subject Access and Freedom of Information requests
• To ensure that appropriate assistance is provided to customers who are vulnerable and who may have specific needs.
• Organise and maintain records and documents using the appropriate council process / system.
• Database maintenance - access and update relevant databases and generate reports for management information.
• To undertake any other duties of a similar level and responsibility as may be required from time to time.

To be considered for this position, you should meet the following requirements:

• Demonstrable experience of customer complaint handling in a similar environment. (Desirable).
• Experience of holding unscripted telephone conversations to gather the required information.
• Ability to build relationships, influence and engage successfully with residents, colleagues and partners.
• Ability to work both autonomously and collaboratively with a wide range of stakeholders.
• Demonstrable negotiation and persuasion skills in a wide range of settings - with internal colleagues, residents, and wider stakeholders.
• Excellent time management skills to manage a complex caseload, prioritise, set deadlines and cope with conflicting and changing demands.
• Ability to use housing,…