Company Description
We are Local Space, an innovative and dynamic social landlord with charitable status dedicated to delivering affordable and quality social housing to people on lower incomes, to help them improve their quality of life. Our work is focused on Newham and the wider London area, particularly east London, where high private sector rents and the current economic crisis impacts on people seeking decent quality affordable housing. We have a successful track record of delivery and adding social value, through working with other stakeholders. Due to our robust business model we continue to operate with a solid financial base. Local Space has grown in the last five years and now owns 3000 homes with a turnover of c.£40m and we are still growing. We are a G1 / V1 rated RP (Registered Provider). We are Investors in People accredited and are the only housing association to hold the sector’s highest credit rating, AA-.
We aim to improve our customer offer by increasing the number of homes we manage over the next few years as well as increasing our housing stock. We believe that everyone deserves a home to be proud of and our temporary homes are of a high-quality, enabling people to live in them comfortably until they can move on.
Closing date: 17th April 2025
Assessment: W/C 21st April 2025
Interviews: W/C 28th April 2025
We reserve the right to close this vacancy early if we receive sufficient applications for the role, in which case we will move the key dates for the process. Therefore, if you are interested, please submit your application as early as possible.
Position
Position: Complaints Officer
Salary: £38,000 per annum plus benefits
Requirements
We are seeking a dedicated professional to oversee the entire complaints process, ensuring that all complaints are handled according to the organisational procedures and regulatory requirements.
This role will require you to ensure consistent complaint handling following our organisational procedure, collecting and analyzing complaints data, and identifying reoccurring issues when they arise. You'll need to investigate complex complaints, provide support and training on effective complaint handling, and assist with resource management.
The successful candidate will have:
* Work experience in a relevant field (e.g., Public Service, Housing Management, or Business Administration)
* Experience in complaints management, preferably within housing or a related field.
* Experience in analysing data and identifying trends in complaints or performance metrics.
* Experience in identifying areas for improvement and recommending actionable changes.
* Strong understanding of the relevant legislative framework and regulatory requirements (e.g., Housing Ombudsman Service, GDPR).
Other information
* All posts are subject to a 6-month probationary period.
* This post is not subject to an Enhanced Criminal Record Check.
* This post is not exempt from the Rehabilitation of Offenders Act (1974); therefore, applicants must be prepared to disclose all criminal convictions and cautions, including those that would otherwise be spent under the Act.
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