Housing Solutions - Reviews and Customer Feedback Coordinator

Publica Group Ltd; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Agile working

Flexible working arrangements

27 days annual leave plus holidays

Health cash plan

Pension scheme

Employee Assistance Programme

Cycle to work scheme

Salary sacrifice car lease (EV)

Sickness cover

Income protection

Life assurance

Job summary

Publica Group Ltd seeks a Housing Reviews and Customer Feedback Coordinator to manage complaints, reviews and information requests across multiple districts. You will investigate issues, gather information and liaise with residents, councillors and external agencies to deliver timely, professional outcomes.

You will ensure compliance with procedures, support statutory reviews and monitor progress, driving improvements and high-quality customer service across Housing services.

Qualifications

• Experience managing complex enquiries, complaints or casework.
• Excellent written and verbal communication skills.
• Strong organisational and time management abilities.
• Ability to stay calm and professional in difficult situations.
• Experience building positive relationships with customers and colleagues.
• Strong problem-solving and decision-making skills.
• Confident with a range of IT systems and software.
• Ability to manage sensitive information with discretion.

Responsibilities

• Coordinating housing complaints and ensuring they follow procedures and guidance.
• Managing FOI requests and housing information requests.
• Supporting statutory housing reviews and appeals within timescales.
• Liaising with residents, colleagues, councillors, MPs, solicitors and external agencies.
• Drafting clear, empathetic written responses.
• Monitoring case progress and maintaining accurate records.
• Identifying themes from feedback to drive service improvement.
• Producing reports for managers and stakeholders.
• Supporting best-practice development across Housing services.

Skills

Complex enquiries

Complaints handling

Written communication

Verbal communication

Organisational skills

Time management

Problem solving

Relationship building

IT systems familiarity

Discretion & confidentiality

Education

NVQ Level 3 or A Level

GCSE Maths and English

Job description

Housing Solutions - Reviews and Customer Feedback Coordinator

About The Role

Housing Reviews and Customer Feedback Coordinator

Do you enjoy investigating issues, finding solutions and helping services improve?

We're looking for a Housing Reviews and Customer Feedback Coordinator to join our Housing team.

This is an exciting opportunity for someone with strong organisational skills, excellent attention to detail and a passion for delivering great customer service. You'll play a key role in ensuring housing complaints, reviews, appeals and information requests are managed effectively, fairly and within statutory timescales.

Working closely with colleagues across the Housing service, you'll help ensure that customer feedback is acted upon, lessons are learned and residents receive clear, professional and timely responses.

About the role

No two days will be the same. You'll work across our districts, Cirencester, Witney and the Forest of Dean coordinating a wide range of enquiries, complaints and reviews, working with teams across the organisation to gather information, investigate issues and support positive outcomes for residents.

Your responsibilities will include:

• Coordinating housing complaints and ensuring they are handled in line with organisational procedures and Housing Ombudsman guidance
• Managing Housing related Freedom of Information (FOI) and information requests
• Supporting statutory housing reviews and appeals, ensuring cases are progressed within required timescales
• Liaising with residents, colleagues, councillors, MPs, solicitors and external agencies
• Drafting clear, professional and empathetic written responses
• Monitoring case progress, maintaining accurate records and tracking performance
• Identifying themes and trends from customer feedback to support service improvement
• Producing reports and information for managers and stakeholders
• Supporting the development of best practice across Housing services

This is a role where you'll have the opportunity to make a real impact by helping to improve services and ensuring residents receive a high-quality experience.

Please note you will be required to work and travel between our council offices as required. This includes Cotswold District Council, West Oxfordshire Council and Forest of Dean Council.

About you

We're looking for someone who is organised, resilient and able to manage a varied workload whilst maintaining excellent attention to detail.

You’ll ideally have:

• Experience managing complex enquiries, complaints or casework
• Excellent written and verbal communication skills
• Strong organisational and time management skills
• The ability to remain calm and professional when dealing with challenging situations
• Experience building positive relationships with customers and colleagues
• Strong problem-solving and decision‑making skills
• Confidence using a range of IT systems and software packages
• The ability to manage sensitive information with discretion and confidentiality

You will also need:

• A qualification equivalent to NVQ Level 3 or A Level, or significant relevant experience
• GCSE Maths and English (Grade 4/C or above, or equivalent)

Special Conditions

• Full UK Driving Licence preferred
• Ability to travel/access to a vehicle for work purposes
• This role is subject to a Baseline Personnel Security Standard (BPSS) check

What we can do for you

• Agile working allowing a mix of home and office working
• Flexible working arrangements (depending on the role)
• 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
• Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care
• Pension scheme with a good employer contribution of up to 7% of your earnings
• Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
• Cycle to work scheme
• Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars
• Generous sickness cover above statutory entitlements
• Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
• Life assurance, currently four times your annual salary

About Us

You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.

Publica is committed to meeting its statutory and moral duties to safeguard and promote the welfare of children, young people under 18 years of age and adults at risk who are the recipients of its services and/or activities.

Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer-focused organisation driven by real user needs.