Housing complaint officer needed in Croydon £18.76ph ref 8143
Hybrid role
Essential knowledge:
1. Understanding of any legislative framework and government guidelines for handling complaints relating to Housing Needs, Homelessness, Intervention & Prevention
2. Working knowledge of best practice in handling complaints and customer feedback
3. Up-to-date knowledge of service improvement in other local authorities and changes in legislation that affect key services
Essential skills and abilities:
4. Strong oral communications skills using a range of methods, including delivering presentations
5. Strong written skills, providing clear and unambiguous reports on complex issues and not use jargon
6. Ability to manage and deliver a range of complex projects, tasks and activities
7. Practical problem solver, with a focus on efficiency, value for money and the effective management of conflicting priorities
8. Ability to demonstrate resilience when facing contradicting priorities or demanding workloads
9. Good facilitation skills
10. Creative and innovative with ideas and approach
11. Ability to build and maintain strong relationships at all levels
12. Ability to influence at all levels of the organisation – and unafraid to constructively challenge
13. Able to process and analyse a broad range of data quickly and effectively
14. Outstanding ability to work well in a team
15. A determination to deliver a high quality of service
16. A consistently positive attitude to change
Excellent organisational skills
Essential experience:
17. Complaint handling experience in Housing Needs, Homelessness, Intervention & Prevention
– Issuing responses to stage 1 complaints and member enquiries
18. Experience of working closely with different levels of staff up to an including chief executive level, gaining credibility across all levels