Senior Complaints Officer

5 months ago

Westminster, United Kingdom City of Westminster Council Full time

**About Us**:
**THE EXTRAORDINARY STORY OF SERENA’S VISION**

Growth Planning and Housing in Westminster City Council is a world of extraordinary stories. Where innovative and open-minded people bring everything to the cause. Even expertise from surprising places.

Take Serena. She is an absolute force of nature at the heart of our Church Street regeneration. And she puts the residents first in everything. Serena’s vision is clear. Regeneration isn’t just about bricks and concrete. It’s about communities. It’s about the environment. It’s about the lives of people and how they feel about where they call home. Serena is their advocate, making sure residents’ voices aren’t just heard, but drive the changes we’re making. The future is safe in her hands.

**The Role**:
As a Senior Complaints Officer in our Housing team, you can make your own powerful contribution to putting residents first. For the past two years, we’ve been on a journey to deliver the highest possible standards of accommodation, to ensure our homes are safe, warm and comfortable, and that our estates are clean and thriving.

Joining our Complaints Team, you’ll play a crucial role in that journey by listening to our residents, investigating complaints and offering remedies. You’ll be the public face of the council, responding to complaints in a positive and timely fashion, and working closely with colleagues across the organisation to hold them to their promises. You may also attend meetings with residents and ward councillors to work though problems. As someone who has daily contact with housing customers, you’re in a unique position to help improve our service and ensure it meets residents’ needs and expectations. We’ll also ensure you can give your best by providing you with ongoing support, coaching and training. It’s a great opportunity to make a difference to local communities and to your own career.

Please refer to the **Job Description** for more information.

**About You**:
You’re likely to have experience in complaint handling and customer engagement, coupled with the passion, tenacity and drive needed to deliver and improve a vital public service. Strong interpersonal skills are, of course, essential. You’ll be a clear and compassionate communicator, able to influence, collaborate and negotiate with everyone from senior managers and suppliers to our most vulnerable residents. Highly organised, you’ll be ready to prioritise a busy workload. Both flexibility and resilience are vital in this fast-moving environment.

**What We Offer**:
Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

As a forward thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

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