Housing Complaints and Enquiries Officer

The Methodist Church in Britain; Walthamstow; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Flexible working arrangements

Good Work Standard accreditation

Staff benefits on the council website

Job summary

The Methodist Church in Britain is seeking a housing complaints officer to handle Stage 1 complaints within the Housing Ombudsmen’s Complaint Handling Code. The role involves working with contractors and colleagues to resolve issues within deadlines and to keep residents informed through clear, plain-English updates.

You will investigate complex disrepair and housing-related queries, liaise with councillors and MPs where needed, and ensure accessibility for vulnerable residents while maintaining

Qualifications

• Experience of holding unscripted telephone conversations to gather information.
• Experience of information gathering and analysis to check policy and process were followed.
• Fluent spoken English for a public-facing role.

Responsibilities

• Investigate and respond to Stage 1 complaints within required timescales.
• Liaise with complainants to define subject, scope and resolution.
• Carry out investigations with an open mind and reference policy, legislation and good practice.
• Hold contractors and colleagues to account for timely resolutions.
• Keep complainants updated with response timescales and extensions.
• Coordinate responses to Councillor/MP enquiries, FOI and SAR requests.
• Ensure vulnerable customers receive appropriate assistance.
• Organise and maintain records using council processes and systems.
• Access and update databases and generate management information reports.
• Undertake other duties of similar level as required.

Skills

Telephone handling

Information gathering

Stakeholder liaison

Time management

Tools

Microsoft Office

Case management systems

Job description

This permanent housing post centres on handling Stage 1 complaints, with a particular focus on housing disrepair cases. The officer works with contractors and colleagues to resolve issues within set deadlines and keeps residents updated under the Housing Ombudsmen's Complaint Handling Code. The role also covers councillor and MP enquiries, Freedom of Information requests and Subject Access Requests, against a complex caseload. Fluent spoken English is required for this public-facing role.

What the job involves

• Investigate and respond to Stage 1 complaints within the required timescale
• Liaise with complainants to define the subject, scope and expected resolution of each complaint
• Carry out investigations with an open mind, addressing every issue against relevant policy, legislation and good practice
• Hold contractors and colleagues to account for timely resolutions that meet residents' needs
• Keep complainants updated, set response timescales and agree extensions in line with the Housing Ombudsmen's Complaint Handling Code
• Coordinate responses to Councillor and MP enquiries, Subject Access Requests and Freedom of Information requests
• Ensure customers who are vulnerable or have specific needs receive appropriate assistance
• Organise and maintain records and documents using council processes and systems
• Access and update databases and generate management information reports
• Undertake other duties of a similar level and responsibility as required

What's required

Experience

• Experience of holding unscripted telephone conversations to gather information
• Experience of information gathering and analysis to check policy and process were followed

Skills & knowledge

• Ability to build relationships and influence residents, colleagues and partners
• Ability to work autonomously and collaboratively with a wide range of stakeholders
• Negotiation and persuasion skills across a range of settings
• Time management to handle a complex caseload, prioritise and cope with changing demands
• Ability to apply housing, legal and regulatory knowledge to resolve issues
• Ability to write formal complaint responses on complex issues in plain English

Checks & eligibility

• Satisfactory employment references
• CIFAS identity check
• Satisfactory declaration of interest

Other

• Ability to work as part of a team
• Experience of Microsoft Office applications and case management systems
• Fluent spoken English, with confidence and accuracy, for a public-facing role

Nice to have

• Demonstrable experience of customer complaint handling in a similar environment
• Understanding of the responsibilities of social housing landlords

What's offered

• Flexible working arrangements considered wherever possible
• Workplace well-being, skills and progression under the Mayor of London's Good Work Standard accreditation
• Staff benefits set out on the council's website