RQ– Complaint Service Improvement Officer

Work Pattern: Minimum of 3 days in the office

PAYE Pay Rate: £19.30 per hour

To manage customer complaints, Member/MP enquiries, FOI, EIR and Data Protection requests, while leading service improvement initiatives across the Repairs and Investment Directorate.

The role will analyse complaints and performance data, identify service issues, recommend improvements and support managers with resolving complex enquiries and improving customer satisfaction.

• Manage and monitor complaints, MP/Member enquiries, Ombudsman cases, FOI, EIR and Data Protection requests.
• Allocate and track casework, ensuring responses meet required deadlines.
• Investigate complex complaints and support managers with drafting appropriate responses.
• Analyse complaints, customer satisfaction and performance data to identify trends and areas for improvement.
• Develop and improve complaints procedures, processes and systems.
• Lead service improvement projects and research best practice across other councils and social landlords.
• Produce reports and performance information for senior management.
• Lead on Tenants Satisfaction Measures and customer satisfaction surveys.
• Run monthly complaints/service improvement meetings and coordinate actions.
• Maintain complaints and correspondence records using corporate systems such as Dynamics.
• Supervise and support the Service Improvement Assistant.
• Work with teams to capture lessons learned and improve repairs service delivery.

• Strong complaints and case management experience.
• Experience handling complex customer enquiries and escalated complaints.
• Knowledge of FOI, EIR and Data Protection processes.
• Strong analytical and reporting skills.
• Service improvement and process development experience.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities and strict deadlines.
• Experience working with databases, CRM/case management systems and Microsoft Office, particularly Excel.
• Ability to work with senior managers, residents, Members and external organisations.
• Experience supervising or coordinating staff.

• Experience with in a local authority, housing association, social housing or public-sector environment.
• Complaints handling and service improvement experience.
• Experience analysing performance/customer data and producing management reports.
• Understanding of relevant complaints procedures, legislation and governance.
• Experience working with customer satisfaction, surveys or Tenant Satisfaction Measures would be highly desirable.
• Experience with Dynamics or similar case management/CRM systems is desirable.