Housing Complaints and Involvement Officer

Slough Borough Council; Slough; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A local governance organization in Slough seeks a Housing Complaints & Involvement Officer to manage complaints, engage residents, and drive service improvements. Candidates must have a right to work in the UK and demonstrate empathy, professionalism, and teamwork. This role offers flexible working arrangements to promote work-life balance, alongside competitive benefits including annual leave and pension scheme.

Benefits

26 days annual leave

Local Government Pension Scheme

Flexible working options

Wellbeing initiatives

Qualifications

• All applicants must have a valid right to work in the UK.
• Commitment to safeguarding and promoting welfare.

Responsibilities

• Manage and respond to complaints with care.
• Produce accurate and high-quality responses.
• Support resident engagement and participation activities.
• Act as the main point of contact for residents.
• Demonstrate professionalism and respect.

Skills

Excellent communication skills

Teamwork

Empathy

Professionalism

Listening skills

Job description

Overview

Are you passionate about making a real difference in residents' lives? As a Housing Complaints & Involvement Officer, you will be at the heart of delivering a top-quality, customer-focused service. You'll manage and respond to complaints and enquiries with professionalism and care, liaising across teams, departments, and agencies to ensure every voice is heard. In this role, you'll produce accurate, timely, and high-quality responses, while monitoring trends and feedback to help drive service improvements. You'll also play a key part in resident engagement, supporting participation activities and working closely with the Tenant & Leasehold Resident Board. This is a pivotal position within the Resident Involvement Service, acting as the main point of contact for residents and colleagues alike. You'll need to be a great listener, a strong team player, and able to handle challenging situations with empathy, professionalism, and respect. If you're ready to contribute to high standards of housing service and make a tangible impact in your community, this is the role for you!

Our vision is to make a difference to our communities and our environment and we would love you to join us in our mission. All of our employees, whatever their job, contribute greatly to delivering services to local people - either directly, or by supporting colleagues. We celebrate diversity and continuously strive for our residents to enjoy fulfilling, prosperous, and healthy lives. We offer a supportive place to grow and develop your career with a real opportunity for your input to be valued and heard. Ambition and innovation will be required now more than ever, and you will join a friendly and collaborative environment where you are encouraged to thrive. At Slough Borough Council, we understand that everyone has different needs and circumstances. That's why we're committed to offering flexible and hybrid working arrangements that help you achieve the best work-life balance and accommodate different working patterns.

Annual increments, where applicable, are usually payable on 1st April each year, subject to six months' service in the post, until the maximum spinal column point of the level has been reached. The payment of annual increments is not automatic and is subject to satisfactory performance as assessed by your Director.

Responsibilities

• Manage and respond to complaints and enquiries with professionalism and care, liaising across teams, departments, and agencies to ensure every voice is heard.
• Produce accurate, timely, and high-quality responses, while monitoring trends and feedback to help drive service improvements.
• Support resident engagement, participation activities, and work closely with the Tenant & Leasehold Resident Board.
• Act as the main point of contact for residents and colleagues within the Resident Involvement Service.
• Demonstrate listening skills, teamwork, empathy, professionalism, and respect in all interactions.

Qualifications and requirements

• All applicants must have a valid right to work in the UK. If you require sponsorship, please contact [e-mail] before submitting an application.
• We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. If appointed, all posts will be subject to satisfactory pre-employment checks.

Working arrangements and candidate information

We provide flexible and hybrid working arrangements to promote work-life balance and accommodate different working patterns. We are committed to diversity and equality in our workforce.

Benefits

• 26 days annual leave (not including Bank holidays), rising to 30 days between 2 - 5 years' service and 33 days after 5 years' service.
• The Local Government Pension Scheme
• Flexible and hybrid working options to promote work-life balance
• Slough Borough Council is proud to be a Disability Confident Employer and supports equality and diversity through employee networks
• Networks: R.E.A.C.H (Race Equality and Celebrating Heritage); Women’s Network; Employees with Disabilities Forum; LGBTQIA Network; Neurodivergent Staff Network
• Wellbeing initiatives
• Tax-free childcare and childcare services
• Season loan ticket to help with the cost of commuting

Please note: The following information is collected solely to ensure appropriate support during the recruitment process and beyond. This information will be treated confidentially.