Are you passionate about engaging with people and giving them a voice? Are you someone who can foster an open and positive complaints culture that learns from resident feedback?
We have a new and exciting opportunity for a Housing Complaints Officer to join our Housing Services and Strategy team. This role has been created to support our journey in developing a resident-centric and open approach to complaints handling, driving forward analysis of complaints data and developing a lessons-learnt approach that will help transform services and improve customer satisfaction.
We are seeking a highly organised, flexible and motivated individual who will be responsible for managing all aspects of Stage 1 complaints relating to the Council’s Housing Service. You will need to be articulate, have excellent communication skills and the confidence to handle complaints and difficult conversations.
You will need excellent communication skills to ensure that you can get to the heart of issues and deal with them sensitively and professionally.
Key Duties and Responsibilities:
Support complainants in the role as advocate to ensure the best possible solution to their complaints or feedback, and work with key stakeholders to resolve the issue to its fullest potential.
Draw on knowledge of Housing service area functions, policies and procedures to thoroughly investigate and respond to Stage 1 complaints in line with relevant legislation and statutory obligations.
Act as the single point of contact for the complainant throughout, communicating clear actions to put things right.
Develop effective relationships, manage potential situations of conflict and rebuild trust with the complainant in a professional and effective way.
Produce reports setting out complaints, findings, recommendations, lessons learnt and recommending strategic solutions to improve service delivery to residents. Support managers on how recommendations and improvements can be implemented.
What you need to know:
For an informal chat, please contact Bradley Amies (Housing Performance Manager) on 0115 9173935 or via email Bradley.amies@broxtowe.gov.uk.
There will be a test before the interview.
Why join us?
The Council has five GREAT values which represent our standards and expectations of how we’ll work.
As a disability confident employer and an organisation that is committed to equal opportunities, we welcome applications from all sections of the community.
The Council embraces flexible ways of working to ensure that we can attract the best talent and experience and get the most from our employees. Whilst meeting the needs of our residents is a priority and we can’t guarantee we can accept all flexible working requests, we are happy to discuss your options when you apply for a job with us.
As a Broxtowe Borough Council employee you can enjoy many benefits including a generous pension fund, loyalty awards and family friendly policies to help you balance your work and family life, as well as discounts and offers as part of our employee benefits scheme. You can read more about these at
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .