Housing Complaints Officer

21 hours ago

Tiverton, United Kingdom Mid Devon District Council Full time

We are looking for an enthusiastic Complaints Officer to join our existing Complaints Team at Mid Devon Housing. This role is a result of expanding our team.

Mid Devon Housing is a social housing Landlord responsible for managing a stock of just under 3000 properties and our tenants/leaseholders. The majority of our stock is located within three towns, Tiverton, Crediton and Cullompton and the surrounding villages.

This role will be based at Phoenix House, Tiverton, with the ability to work in a hybrid way. The role is suited to someone who is passionate about resolving complaints and strives to do their best for each resident, ensuring that complaints are investigated and resolved fairly.

**Our benefits include**:

- Competitive rate of pay
- Flexible Working Hours scheme
- Local Government Pension Scheme
- Generous annual leave entitlements
- Employee Assistance Programme
- Discounted leisure memberships
- Free parking at site
- A flexible benefits scheme including access to a discount shopping (online and high street) and events
- Excellent training and development opportunities

**As a Housing Complaints Officer you will**:

- Act as the first point of contact in the complaints process
- Handle complaints, oversee complaint handing and analyse complaints
- Communicate with residents throughout the complaints process
- Be responsible for understanding complainants diversity issues and the needs of vulnerable people
- Need to engage with colleagues, residents and stakeholders on complaint handling
- Need to promote a positive complaint culture, be proactive, resident focused and team orientated.

**About you**:
**You will need to have**:

- Experience in housing management or other customer-related service
- A good understanding of the regulatory framework for social housing, housing-related legislation and tenant satisfaction measures
- A understanding of the role of the Housing Ombudsman Service including knowledge of their Scheme and the Complaint Handling Code
- A understanding of the role of the Local Government & Social Care Ombudsman
- Excellent written and verbal communication skills and the ability to build effective working relationships with a variety of different people
- Experience of managing and dealing with resident dissatisfaction and investigating complaints
- The ability to weigh up evidence and make a judgement whilst finding solutions quickly to changing and challenging situations.
- Excellent attention to detail with the ability to work under pressure, delivering tight deadlines and managing conflicting priorities with mínimal supervision
- An understanding of equality, diversity and inclusivity and how this is applied through our services to residents.

If you feel that you have the qualities that we are looking for, we would love to hear from you.

**Job Types**: Full-time, Permanent

Pay: £34,314.00-£37,035.00 per year

**Benefits**:

- Additional leave
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Tiverton EX16

Reference ID: 2024175

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