Housing Complaints & Enquiries Officer

Belmont Recruitment; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Waltham Forest Council is seeking a Housing Complaints & Enquiries Officer on a temporary 3–6 month contract, with potential extension or permanent appointment for the right candidate. Role includes 1 day in office and 4 days remote from E17 4JF, with negotiable rates based on experience.

The ideal candidate will manage housing disrepair and other housing complaints, FOIs and SARs, and work with contractors to resolve issues and deliver high-quality responses to residents and Members.

Qualifications

• Demonstrable experience of customer complaint handling in a similar environment.
• Experience of holding unscripted telephone conversations to gather the required information.

Responsibilities

• Provide a comprehensive, positive and effective complaint handling and resolution service for residents relating to Stage 1 Housing Management and Assets complaints.
• Work closely with contractors to investigate and resolve issues and provide satisfactory outcomes for residents.
• Deliver a high-quality, consistent approach to responding to Members Enquiries, Freedom of Information and Subject Access Requests.
• Lead on the development, implementation, maintenance and management of systems, policies, procedures and standards within area of responsibility.

Skills

Customer service

Telephone conversations

Job description

Good Afternoon,

I am currently representing Waltham Forest Council, who are offering an initial temporary contract for a period of 3-6 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience

We are looking for a Housing Complaints & Enquiries Officer this role will be based at: 1 day in office, 4 days remote. E17 4JF

The right candidate will:

Housing disrepair complaints, but will require flexibility to support other housing complaints and enquiries, FOIs and SAR

• To provide a comprehensive, positive and effective complaint handling and resolution service for residents in relation to Stage 1 Housing Management and Assets complaints.
  To work closely with our contractors to investigate and resolve issues and provide satisfactory outcomes for our residents.
  To deliver a high quality, consistent approach to responding to Members Enquiries, Freedom of Information and Subject Access Requests.


• Provide advice and make recommendations based on up to date knowledge and analysis / evaluation of information.
  Manage escalated or complex customer issues


• Research developments in relevant area. Collate process and analyse information / data. Translate outputs into advisory reports / documents / actions as appropriate.


• Lead on the development, implementation, maintenance and management of systems, policies, procedures and / or standards within area of responsibility.

We require the following:

• Demonstrable experience of customer complaint handling in a similar environment. (Desirable).


• Experience of holding unscripted telephone conversations to gather the required information.

Look forward to speaking with you soon