Housing Complaints Officer

**Are you looking for a new and challenging role that inspires change and service improvement?**

**If you are passionate about service improvements, equipped with new ideas and innovative approaches and looking for challenging yet rewarding outcomes then read on**

A new position has become available within the Business Support Team to join us as a Housing Complaints Officer, responsible for managing a caseload of complex complaints.

The key purpose of the role is to deliver an exceptional service to our tenants, providing outstanding customer service in a supportive manner whilst being passionate to inspire change and drive service improvements across the Housing Service.

As a Housing Complaints Officer, you will play a key role in investigating complaints and determining their outcomes whilst providing support to both management and tenants throughout.

You will ensure complaints are handled in a fair and proper manner, ensuring compliance in line with Housing Ombudsman Code. Being the first point of contact, you will support complainants and assist with the investigation process and structure of complaints, ensuring that they feel heard, and their issues are being dealt with.

**Typical duties include (but are not limited to)**:

- Accurately recording, investigating and responding to complaints in line with the Housing Ombudsman Code and ensuring responses meet quality standards
- Work well under pressure in order to meet fixed deadlines and prioritise a varied workload.
- Report on the progress of complaints and liaise with complainants to understand their outcome requirements.
- Evaluate internal processes and assist with the implementation of change based on complaints data that is collated.
- Analyse and assess common trends/ themes in complaints to drive service improvement

**Do you thrive on resolving issues to ensure customer satisfaction?**

**Do you have the drive to implement and inspire change?**

**And lastly do you have a good attention to detail?.....**

We are looking for someone is experienced in dealing with complex and challenging issues with the ability to adapt communication styles when liaising with various audiences. The role possesses strict deadlines at times, so it is essential you have strong time management skills whilst having the ability to handle high pressure situations.

**BENEFITS: We offer excellent terms and conditions of employment including**:

- Local Government Pension Scheme, 23.8% employer contribution
- Generous annual leave scheme +option to buy more
- Employee Assistance Programme
- Employee Benefits Platform including retail, holiday, and leisure discounts
- Cycle to work scheme*
- Flu Jabs
- Free Eye Test voucher
- Flexible Working Policy
- Agile Working Policy*
- Car mileage reimbursement*
- Excellent career progression and training opportunities
- Long Service Recognition*

*Certain restrictions may apply

**ABOUT US**: Boston Borough Council, East Lindsey District Council and South Holland District Council have formed the South & East Lincolnshire Councils Partnership. The largest Council Partnership in the country. Since October 2021, the Partnership Councils have been working closely to deliver improved services to the communities in the sub-region and already there have been many positive outcomes.

Over time, it is envisaged that services will become formally shared across the three Councils creating the opportunity for colleagues to be involved in new and innovate areas of work.
- The Council is committed to supporting applicants and employees with a disability or long-term health condition and has committed to be a Disability Confident employer._
- The Council is committed to creating an inclusive and welcoming environment and has committed to the Age Friendly Employer and Menopause Workplace pledges as well as the Armed Forces Covenant. In signing these pledges the Council is affirming its support for colleagues._
- The Council is proud to offer equal opportunities to all qualified applicants regardless of age, cultural background, disability, sex, gender reassignment, marriage and civil partnership, nationality, political belief, race, veteran status, religious or sexual orientation._

**Job Types**: Part-time, Fixed term contract
Contract length: 24 months

Pay: £14,335.80-£15,587.40 per year

Work Location: Hybrid remote in Spalding Wygate PE11 (PE11 2XH)

Application deadline: 11/10/2024