Housing Feedback & Complaints Coordinator: Impact

Publica Group Ltd; Cirencester; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Agile working

Flexible working

27 days annual leave

Health cash plan

Pension scheme up to 7%

Employee Assistance Programme 24/7

Cycle to work scheme

Salary sacrifice car lease (EV)

Enhanced sickness cover

Income protection

Life assurance

Job summary

Publica Group Ltd in Cirencester is recruiting a Housing Reviews and Customer Feedback Coordinator to help resolve enquiries, investigations and housing complaints across our districts. You will gather information, coordinate responses and ensure timely, fair outcomes for residents.

You will work with colleagues across Housing services, draft clear written replies and monitor case progress. The role requires strong organisation, attention to detail and a customer‑focussed approach, with travel

Qualifications

• Experience handling housing complaints or casework.
• Excellent written and verbal communication skills.
• Strong organisational and time management abilities.
• Ability to stay calm and professional in challenging situations.
• Ability to handle sensitive information and maintain confidentiality.

Responsibilities

• Coordinate housing complaints in line with procedures and Housing Ombudsman guidance.
• Manage FOI and information requests related to housing.
• Support statutory housing reviews and appeals within timescales.
• Liaise with residents, colleagues, councillors, MPs, solicitors and external agencies.
• Draft clear, empathetic written responses and maintain records.

Skills

Customer service

Organisation

Time management

Communication

Problem-solving

Discretion

Attention to detail

Education

NVQ Level 3 or A Level

GCSE Maths and English (4/C or above)

Tools

IT systems

Job description

Publica Group Ltd in Cirencester is recruiting a Housing Reviews and Customer Feedback Coordinator to help resolve enquiries, investigations and housing complaints across our districts. You will gather information, coordinate responses and ensure timely, fair outcomes for residents.

You will work with colleagues across Housing services, draft clear written replies and monitor case progress. The role requires strong organisation, attention to detail and a customer‑focussed approach, with travel