Solutions - Reviews and Customer Feedback Coordinator

Housing Solutions
- Reviews and Customer Feedback Coordinator

• Housing Solutions
  - Reviews and Customer Feedback Coordinator

End Date: 15 Sep 2026

All Locations:
Trinity Road

Vacancy Type:
Fixed Term

Service Area:
Housing

Housing Reviews and Customer Feedback Coordinator

Do you enjoy investigating issues, finding solutions and helping services improve?

We're looking for a Housing Reviews and Customer Feedback Coordinator to join our Housing team.

This is an exciting opportunity for someone with strong organisational skills, excellent attention to detail and a passion for delivering great customer service. You'll play a key role in ensuring housing complaints, reviews, appeals and information requests are managed effectively, fairly and within statutory timescales.

Working closely with colleagues across the Housing service, you'll help ensure that customer feedback is acted upon, lessons are learned and residents receive clear, professional and timely responses.

About the role

No two days will be the same. You'll work across our districts, Cirencester, Witney and the Forest of Dean coordinating a wide range of enquiries, complaints and reviews, working with teams across the organisation to gather information, investigate issues and support positive outcomes for residents.

• Coordinating housing complaints and ensuring they are handled in line with organisational procedures and Housing Ombudsman guidance
• Managing Housing related Freedom of Information (FOI) and information requests
• Supporting statutory housing reviews and appeals, ensuring cases are progressed within required timescales
• Liaising with residents, colleagues, councillors, MPs, solicitors and external agencies
• Drafting clear, professional and empathetic written responses
• Monitoring case progress, maintaining accurate records and tracking performance
• Identifying themes and trends from customer feedback to support service improvement
• Producing reports and information for managers and stakeholders
• Supporting the development of best practice across Housing services

This is a role where you'll have the opportunity to make a real impact by helping to improve services and ensuring residents receive a high-quality experience.

Please note you will be required to work and travel between our council offices as required. This includes Cotswold District Council, West Oxfordshire Council and Forest of Dean Council.

We're looking for someone who is organised, resilient and able to manage a varied workload whilst maintaining excellent attention to detail.

You'll ideally have:

• Experience managing complex enquiries, complaints or casework
• Excellent written and verbal communication skills
• Strong organisational and time management skills
• The ability to remain calm and professional when dealing with challenging situations
• Experience building positive relationships with customers and colleagues
• Strong problem-solving and decision-making skills
• Confidence using a range of IT systems and software packages
• The ability to manage sensitive information with discretion and confidentiality

You will also need:

• A qualification equivalent to NVQ Level 3 or A Level, or significant relevant experience
• GCSE Maths and English (Grade 4/C or above, or equivalent)

• Full UK Driving Licence preferred
• Ability to travel/access to a vehicle for work purposes
• This role is subject to a Baseline Personnel Security Standard (BPSS) check

• Agile working allowing a mix of home and office working
• Flexible working arrangements (depending on the role)
• 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
• Renewed again for another year there…