Complaints and Feedback Administrator

Lewisham Strategic Partnership; Greater London; Hybrid; GBP 34,000 - 35,000; Full time

Benefits offered by this job

Generous holiday allowance

Local Government Pension scheme

Flexible working and family friendly

Season ticket and bicycle loans

Staff discounts including local subsid

Supportive staff networks

Job summary

Lewisham Council is seeking an organised individual to coordinate information requests across the Housing Directorate, managing deadlines and ensuring accurate records. The role supports the Housing Complaints and Feedback Team with administrative duties and case management within statutory timescales.

You will work on a hybrid basis, primarily based in Laurence House, with regular home working.

Qualifications

• Experience coordinating information requests across multiple teams.
• Ability to manage competing priorities and deadlines.
• Strong communication and records management skills.

Responsibilities

• Allocate requests and monitor progress to meet policy timescales.
• Chase outstanding information and ensure records are received and submitted.
• Support the Housing Complaints and Feedback Team with administrative duties.

Skills

Coordination

Administrative skills

Information governance

Record keeping

Job description

Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!

We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK’s first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.

Introduction

Are you highly organised, detail-focused, and confident working to strict deadlines? Do you have experience coordinating information across multiple teams and managing competing priorities? Can you build effective working relationships and ensure processes are followed accurately and efficiently? If so, we'd like to hear from you.

This role requires strong organisational skills, excellent communication, the ability to manage and track information requests, and a commitment to delivering high‑quality outcomes within statutory and policy timescales.

What’s the role?

Are you highly organised with excellent attention to detail? Do you have experience coordinating information requests, managing competing deadlines, and working collaboratively across multiple service areas? Are you confident monitoring progress, maintaining accurate records, and ensuring information is collated and provided within statutory timescales? If so, we'd love to hear from you.

What’s in it for you?

Excellent training and development opportunities, plus a range of benefits including:

• Generous holiday allowance
• Local Government Pension scheme
• Flexible working and family friendly policies
• Season ticket and bicycle loans
• A range of staff discounts including local subsidised gym memberships
• Supportive staff networks

What we’re looking for

An organised and proactive individual with strong coordination and administrative skills, able to manage Subject Access Request activity across the Housing Directorate while supporting the Housing Complaints and Feedback Team with complaint allocation, shared inbox management and other administrative duties. You will be responsible for allocating requests, monitoring progress, chasing outstanding information and ensuring records are received, collated and submitted within agreed policy and statutory timescales, while maintaining accurate records, supporting effective case management and working collaboratively with a diverse range of colleagues, stakeholders and customers.

Location

The job is primarily based in Laurence House but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.

Salary

£33,513 - £34,488 per annum (SC4)

N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale), which is subject to evidential proof.

Diversity

Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme, further details are available at www.gov.uk/access-to-work/apply

The Council reserves the right to close adverts early if there is a large response.