Hybrid Housing Complaints & 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

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.