Senior Housing Complaints and Quality Officer

We Manage Jobs(WMJobs); Redditch; On-site; GBP 125,000 - 150,000; Full time

Job summary

A local authority in Redditch seeks a Senior Housing Complaints & Quality Officer to lead a team in managing complaints and ensuring compliance with housing standards. The role requires significant experience in handling complex complaints, a deep understanding of housing legislation, and strong communication skills. The ideal candidate will support training and deliver quality services, making a real impact in the community.

Benefits

Pension

Generous leave entitlements

Flexible working

Employee Assistance Programme

Employee benefits platform access

Qualifications

• Significant experience dealing with complex complaints.
• Deep understanding of statutory requirements including the Housing Ombudsman’s Code.
• Ability to present detailed reports to senior management.

Responsibilities

• Lead a team to manage and prioritize complaints cases.
• Create relationships with internal and external stakeholders.
• Oversee complaints standard and deliver training for colleagues.

Skills

Experience in handling complex complaints

Understanding of legislative requirements

Excellent communication skills

Organizational skills

Attention to detail

Job description

Overview

Situated in North Worcestershire, Bromsgrove District Council and Redditch Borough Council share services. Redditch Borough Council is proud to be a stock holding local authority delivering its own Housing services. The Councils are committed to being a customer driven organisation, with our customers at the heart of everything we do; focused on improving delivery services that make a difference to the community that we serve.

The role

The Senior Housing Complaints & Quality Officer will lead a small team to effectively manage and prioritise complaints cases to a conclusion, offering advice and support to colleagues in relation to more complex cases. The role will involve creating strong working relationships with internal and external stakeholders, ensuring complaints are handled efficiently and with integrity. You will oversee the complaints standard, ensuring it is fit for purpose, while also delivering training and guidance for colleagues and reporting to the Housing Ombudsman.

Key Requirements

As the Senior Housing Complaints & Quality Officer, you will support the Housing BusinessSupport Manager in:

• Ensure complaints, Councillor & MP enquiries are dealt in line with the Council’s policies and the Housing Ombudsman requirements.
• To support the Housing Services in delivering quality services and meeting the requirements of the Consumer Standards as set out by the Housing Regulator.
• To support the Management Team of Housing and Community Services to provide Performance Monitoring information, training and quality systems to assist them to deliver high quality services.
• Identify complaint themes, patterns and trends and recommend corrective actions that can improve the service to the Housing BusinessSupport Manager. Support the production of performance reports for the Strategic Housing Services & BusinessSupport Manager and Senior Management Team.

This role will support the delivery of a resident focused service, making a real difference to the community.

Skills & experience

To be considered for this role you will:

• Have significant experience dealing with a range of complex complaints, with the ability to identify and implement suitable resolutions.
• Have a deep understanding of statutory requirements and relevant legislation, including the Housing Ombudsman’s Complaints Handling Code and the Social Housing (Regulation) Act 2023.
• You will be an excellent communicator, both written and verbal, with the ability to present detailed reports to senior management, recommending strategic improvements.
• Strong organisational skills and a proactive approach to problem-solving are key, along with the ability to work under pressure and meet tight deadlines.
• You will also be able to demonstrate high level of attention to detail, and the ability to handle sensitive information with confidentiality.

Additional Information

The Council offers a range of staff benefits:

• Pension
• Generous leave entitlements starting at 25 days plus bank holidays (pro-rata)
• Flexible working, where appropriate
• Employee Assistance Programme
• Access to employee benefits platform. Where you can find discounts for high street shops, leisure discounts, holiday discounts, salary sacrifice schemes and more

What next

Need further information? Please contact Matthew Bough (recruiting manager) on 01527 64252 ext:3120, email [e-mail] or email [e-mail].

Closing date for completed applications: 28 September 2025 (Midnight)

Interviews are to be held week commencing 13 October 2025

If this role interests you please use the 'Apply Now' button

For a full list of our current vacancies why not visit our WM Jobs Recruiter Page

Attachments

JD Senior Housing Complaints and Quality Officer March 25.doc