Senior Property & Support Officer (Complaints)
Permanent
Grade 4 - £33,366 - £40,476
Consultation grade/subject to formal evaluation under the Pay Equality Review
Working 36.5 Hours Per Week
Are you looking for a challenging role where you can make a difference?
Are you ready to make a meaningful impact within the social housing space during one of the most critical periods of Birmingham's future? Already Europe’s youngest major city, and one of the most diverse in the UK, we want nothing less than to be the best.
Birmingham City Council is the largest local authority social landlord in Europe, with a stock profile of just under 60,000 properties. The Housing Solutions Service is the front door for citizens at risk of homelessness and those in housing crisis. Presently, there are many external factors affecting homelessness and rough sleeping in our city, from legislative change to the rise in the cost of living, fuel poverty and the national housing crisis. These challenges mean that we have over 5,000 families living in temporary accommodation. Our overarching strategic priority is to move people on to secure accommodation and deliver a high-quality, safe and outcomes-focused temporary accommodation service.
We are seeking a candidate to support the Temporary Accommodation Property Complaints Team in ensuring customer satisfaction during complaint handling. The ideal candidate will provide customers with a seamless and customer-centric experience while managing relationships to foster a culture of trust and openness. The responsibilities include recording the details of complaints and investigating them against the organisation's policies. Whenever possible, the candidate should be able to directly provide solutions to customers' complaints. It's essential to ensure that all complaints are handled in accordance with established processes and procedures and within regulatory timeframes.
Additionally, the role requires a senior individual to manage the day-to-day operations regarding legislative requirements and statutory targets for homelessness and pre-tenancy services.
We are particularly keen to see applications from people who have property management experience and who have experience or an awareness of the Housing Health and Safety Rating System (HHSRS). Experience in managing staff would also be an advantage and having good knowledge of relevant homelessness and Housing Legislation whilst promoting diversity, equality, and inclusion in all areas.
Key attributes for this role are:
1. Possess excellent people skills with the ability to build and maintain trust with vulnerable customers.
2. Ability to effectively manage difficult and demanding customer expectations.
3. Ability to accurately and effectively interpret and implement legislation and make informed statutory decisions.
4. Ability to conduct thorough Health & Safety assessments and property inspections.
For any informal enquiries please contact: Manager name and email Lorraine Jeffrey lorraine.jeffrey@birmingham.gov.uk
You must upload a Supporting Statement via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your Supporting Statement, your application will not be considered. Please do not attach CVs as we do not accept them.
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.
We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
We encourage applications from people of all backgrounds and aim to have a workforce that represents the communities we serve. Our data tells us that for this level of role, ethnic minorities are underrepresented and therefore we will use positive action to support us to achieve diverse shortlists. This may mean that recruitment times are a little longer, but we think this is worth it to achieve our aim.
Closing date: 12 March 2025 at 23.59.
Ref: BCC2635
We welcome applications from people with caring responsibilities and flexible working options will be considered.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).
Job Description and Person Specification
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