Housing Complaints & Insight Officer

Are you passionate about engaging with customers and giving them a voice? Are you someone who can help foster an open and positive complaints culture that doesn’t shy away from complaints and learns from resident feedback?

We have a new and exciting opportunity to join the Housing Services team as a Housing Complaints & Insight Officer. This role has been created to support our transformation journey particularly developing a resident centric and open approach to complaints handling and driving forward analysis of complaints data, developing a lessons learnt approach and contributing key insights that will help transform services and improve customer satisfaction.

This is an exciting time to join Woking Borough Council as we continue to transform our Housing Service in line with our Housing Improvement Plan and resident feedback. The successful candidate will be joining at a time where they can play an important role in this journey and utilise their skills, experience and commitment to residents.

We are seeking a motivated, flexible, and highly organised individual who will be responsible for managing all aspects of complaints handling including initial contact with residents, logging of complaints, liaising with investigating officers/Managers for complaints responses at all stages of the complaints process, as well as dealing with all cases referred to the Housing Ombudsman service.

You will have a sound understanding of regulatory timescales and deadline and experience in all aspects of complaints handling and complex complaints resolution. The successful candidate will have a focus on handling complaints fairly, openly and providing a high-level of customer experience.

The ideal candidate will also be able to demonstrate experience in analysing complaints data and trends and presenting this information to Housing Managers of all seniority levels and support the development of a “lessons learnt” culture within the Housing Service that focuses on service improvement through a variety of resident feedback sources including complaints.

You will also require excellent written communication skills in order to support with report writing, policies and procedures and yearly Ombudsman self-assessment activities.

You will be a confident and articulate individual who can lead regular complaints meetings and deliver training to investigating Managers/officers as required to ensure high standards of complaint management, customer focused responses and communicate changes to regulatory requirements.

You will have a can do and positive attitude and understand the important of building collaborative, trusting relationships with all customers including tenants, agencies, stakeholders, families, and other departments within the Council to deliver the best outcomes for our tenants.

In addition to complaints handling, you will also administer our Member/Councillor enquiries process, FOI’s and SARs.

Effective communication is key and will allow you to get to the heart of issues and deal with sensitively, professionally, and courteously.

You will also be an essential car user and be required to have access to a vehicle.

The Council offers in return a generous flexi time scheme with the ability to take two flexi days a month, membership of the local government pension scheme, discounted health and leisure membership, plus many more excellent benefits.  

Please ensure you answer the application questions with the STAR method (situation, task, action and result) to explain how you meet the role criteria        

DBS Check

Woking Borough Council takes a robust approach to thoroughly checking anyone who has applied to work with vulnerable groups including children.

As this job involves contact with vulnerable groups, successful applicants will be required to obtain a Disclosure Certificate from the Disclosure and Barring Service (DBS). Assistance will be given by the Council and further details can be found in the job pack. 

Who to contact for informal discussion:

For an informal discussion about the role, please contact Rosalynn Funnell, (Resident Engagement Team Leader) on 01483 743612

 

Closing Date:  30 March 2025 - 23.55pm

Interview Dates:  14, 15 and 17 April 2025