Complaints Officer

Position: Housing Complaints Officer
Responsible to:
Housing Services & Strategy Manager Housing Complaints Officer We have an exciting opportunity for a Housing Complaints Officer to join our Housing Services and Strategy team. This role supports our journey in developing a resident-centric and open approach to complaints handling, driving forward analysis of complaints data and developing a lessons-learnt approach that will help transform services and improve customer satisfaction.

We are seeking a highly organised, flexible and motivated individual who will be responsible for managing all aspects of Stage 1 complaints relating to the Council’s Housing Service. You will need to be articulate, have excellent communication skills and the confidence to handle complaints and difficult conversations. You will need excellent communication skills to ensure that you can get to the heart of issues and deal with them sensitively and professionally.

Key

Duties and Responsibilities:

Housing Complaints Officer Support complainants in the role as advocate to ensure the best possible solution to their complaints or feedback, and work with key stakeholders to resolve the issue to its fullest potential. Draw on knowledge of Housing service area functions, policies and procedures to thoroughly investigate and respond to Stage 1 complaints in line with relevant legislation and statutory obligations.

Act as the single point of contact for the complainant throughout, communicating clear actions to put things right. Develop effective relationships, manage potential situations of conflict and rebuild trust with the complainant in a professional and effective way. Produce reports setting out complaints, findings, recommendations, lessons learnt and recommending strategic solutions to improve service delivery to residents. Support managers on how recommendations and improvements can be implemented.

Key Relationships:
Housing Complaints Officer Members of the public and colleagues within the Council (within Housing and the Corporate Complaints team). Other Information:
Housing Complaints Officer Knowledge of the Housing Ombudsman's Complaint Handling Code would be an advantage. You will be provided with full training on systems, but it is expected that you will have the necessary skills to deal effectively with complaints.