Complaints Assistant

Job details

Are you an enthusiastic and well‑organised individual looking to make a real difference to our tenants?

We are seeking an enthusiastic and well‑organised person to support the Council’s housing complaints service. You will help ensure complaints, enquiries and service requests are recorded accurately, progressed efficiently and responded to in a clear, professional and customer‑focused way.

About you

You are an organised, detail‑orientated person who can manage multiple priorities while remaining calm and professional. You understand the importance of listening carefully, handling sensitive information appropriately and helping customers receive clear and timely responses.

• Confident using databases, spreadsheets and digital case management systems.
• Can build positive working relationships with colleagues, managers, contractors and external partners.
• Can work under pressure, deal with sensitive issues and remain courteous when handling challenging conversations.
• Have a positive, can‑do attitude and take pride in providing a helpful and professional service.

About the role and the team

You will join a supportive housing team and play an important role in helping the Council respond to complaints and enquiries relating to housing services. The role will involve keeping accurate records, monitoring deadlines, coordinating information and supporting officers to deliver fair, timely and well‑evidenced responses.

Duties will include:

• Recording and maintaining accurate complaint and enquiry information on housing systems.
• Acknowledging complaints and supporting the preparation of clear written responses.
• Monitoring complaint timescales, response deadlines and follow‑up actions.
• Liaising with colleagues, managers, contractors and partner organisations to gather information.
• Handling telephone, email and face‑to‑face contact in a professional and customer‑focused way.
• Supporting residents, including vulnerable customers, to understand the complaints process.
• Helping identify learning from complaints and maintaining accurate records for reporting and service improvement.

You have:

• Demonstrable ability to use IT systems and Microsoft Office.
• The ability to organise your workload, manage competing deadlines and seek guidance when required.
• The ability to work under pressure and deal with sensitive or confidential information appropriately.
• The ability to interpret information, identify key issues and maintain accurate records.
• The ability to use sound judgement and escal iate matters where appropriate.
• Excellent written and verbal communication skills, with the ability to write clearly and sensitively.

Whilst previous experience of working in housing, complaints, customer services or administration is desirable, we are very interested to receive applications from individuals who can demonstrate transferable skills and a commitment to providing excellent customer service.

What’s in it for you?

As part of our commitment to being a supportive and people‑centred employer, we offer a range of benefits designed to help you thrive both in and outside of work:

• 24‑26 days plus bank holidays, rising by an additional week’s leave after 5 years of continuous local authority service
• Hybrid working, with flexibility across our sites, and home working
• Local Government Pension Scheme, with the option of Additional Voluntary Contributions (AVCs)
• Employee Assistance Programme offering free 24/7 legal, financial and personal wellbeing advice
• Employee discount scheme with savings across major supermarkets, retailers, restaurants and leisure providers
• Cycle to Work Scheme, helping you save around 40 percent on bikes and accessories
• A values‑led organisation, guided by our LEAF values (Learning, Empathy, Ambition, Fairness)
• Access to learning and development opportunities to support your growth
• A supportive, inclusive culture, where everyone is welcomed and valued

We are proud to be a Disability Confident Employer and offer a range of active staff networks, including:

• Equality, Diversity & Inclusion (EDI) Group
• LGBTQ+ Network
• Women’s Network
• Early Careers Network
• Neurodiversity Network

Please note, this post is subject to a basic DBS check.

About us

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