Housing Feedback & Complaints Coordinator - Hybrid

Publica Group Limited; United Kingdom; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Agile working

27 days annual leave

Pension scheme

Employee Assistance Programme

Cycle to work scheme

Life assurance

Job summary

Housing Solutions - Reviews and Customer Feedback Coordinator with Publica Group Ltd is seeking an organised and detail‑oriented professional. You will manage housing complaints, appeals and information requests, ensuring timely and fair responses across multiple districts.

The role involves coordinating across teams, gathering information, investigating issues and supporting positive outcomes for residents. You will travel between council offices as required and help improve service delivery.

Qualifications

• Experience handling complex enquiries, complaints or casework.
• Strong written and verbal communication skills.
• Excellent organisational and time management abilities.
• Ability to remain calm and professional with challenging situations.
• Experience building positive relationships with customers and colleagues.

Responsibilities

• Coordinate housing complaints and ensure alignment with procedures and Ombudsman guidance.
• Manage FOI requests and information requests.
• Support statutory housing reviews and appeals, progressing cases within timescales.
• Liaise with residents, councillors, MPs, solicitors and external agencies.
• Draft clear, empathetic written responses.
• Monitor progress, maintain records and track performance.
• Identify trends from feedback to drive service improvements.
• Produce reports for managers and stakeholders.
• Support development of best practices across Housing services.

Skills

Customer service

Investigating issues

Communications

Organisation

Time management

IT systems

Education

NVQ Level 3 or A Level

Tools

MS Office

Job description

Housing Solutions - Reviews and Customer Feedback Coordinator with Publica Group Ltd is seeking an organised and detail‑oriented professional. You will manage housing complaints, appeals and information requests, ensuring timely and fair responses across multiple districts.

The role involves coordinating across teams, gathering information, investigating issues and supporting positive outcomes for residents. You will travel between council offices as required and help improve service delivery.