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map Surrey Heath Runnymede Spelthorne Richmond Elmbridge Kingston Epsom & Ewell Woking Guildford Waverley Mole Valley Reigate & Banstead Tandridge

Housing Service Improvement Officer (Complaints)

  • Employer: Waverley Borough Council
  • Reference: ComWel/24/279368
  • Published: Wed 01/05/2024, 15:25 PM
  • Closing on: Wed 22/05/2024, 9:00 AM
  • Working Pattern: Full Time
  • Hours: 37 hours
  • Salary: Salary range £37,039 - £39,794 per annum
  • DBS Check: No
  • Location: Surrey - with hybrid working, Surrey

Waverley Borough Council are looking for an experienced Complaints Officer to join our Housing Service Improvement Team, to manage and take ownership of investigating and responding to Housing complaints, Councillor and MP enquiries and collating information about housing matters requested under the Freedom of Information Act, following Council policies and guidance

As a Service Improvement Officer (Complaints), you will be responsible for managing a complex complaints from tenants and service users throughout the borough and supporting directorates with good complaint handling.

This is a rewarding role, in a supportive and high achieving team. We are passionate about adding value to Waverley Borough Council by learning from complaints and contributing to positive outcomes for our tenants.  

The Complaints Officer will be required to:

- Communicate directly with members of the public who have made complaints while demonstrating excellent interpersonal skills. At all times you will need a sympathetic yet objective approach

- Provide advice and support to colleagues in all service areas regarding our complaint’s procedures.

- Record, monitor and produce monthly and quarterly performance reports on the progress of complaints and compliance with statutory and corporate procedures as required. 

- Ensure complainants and colleagues follow the appropriate complaints procedure within relevant timescales whilst promoting a positive culture of learning from complaints.

- Work well under pressure, prioritise a varied workload, meet strict deadlines and operate effectively as part of a team.

The ideal Candidate will have:

 -The ability to effectively communicate with a wide range of people

 -Good common sense and an ability to analyse and summarise complex issues 

- A good knowledge and experience of complaint handling in a local government/health setting, particularly within the Statutory/Corporate/Ombudsman remit

- Previous experience of dealing with people who are dissatisfied or unhappy.

- An awareness of the importance of client confidentiality and data protection

- Be able to identify possible safeguarding concerns and ensure the necessary referrals or alerts are made 

This is a Full Time post.

We are committed to providing a safe, flexible, and equal opportunity workplace where our employees grow and thrive.

Our other benefits include:

- Personal Growth through access to training and subject experts.

- Work life balance - Flexi working, Agile working

- Generous Annual Leave Allowance

- Additional 3 days off when the office is closed between Christmas and New Year.

- Health and Wellbeing support

- Employee Assistance Program

- Corporate Discounts and Vouchers in hundreds of retailers and local stores for Shopping, Dining, Holidays, Utilities, Insurance, Cinema and more.

- Pension Scheme

- Occupational sick pay

- Affiliation with UNISON (Public Service Union)

- Proudly serving our residents and local communities

- Equal opportunity workplace

We do not accept CVs without a completed application form. Strictly no agencies please.

Closing date for applications: 09:00am on Wednesday 22nd May 2024.

Interview date: Week Commencing 27th May 2024.

Please note we do not accept applications after the time given on the advert.

Downloads

  • Information for Applicants - Join our Team at Waverley
  • Job Description

How to Apply

To apply for this vacancy, click the “Apply Online” link.

If you are not already on Waverley Borough Council's website for this vacancy, you will be redirected to our website's jobs page.  Either click "Apply Online" at the bottom of this page, or at the top left hand side under Waverley Borough Council click either the "Log in" button (if you are already registered) or the "Register" button.

You will be redirected to the JobsGoPublic system, which manages our online recruitment process. Once you have registered with JobsGoPublic (which is free to use) you can log in to your application at any time and keep track of where you are in the recruitment process.  

If you are unable to use this service or would like assistance, please contact us via hr@waverley.gov.uk or call the Human Resources team on 01483 523388.

Apply Now

  • Employer: Waverley Borough Council
  • Reference: ComWel/24/279368
  • Published: Wed 01/05/2024, 15:25 PM
  • Closing on: Wed 22/05/2024, 9:00 AM
  • Working Pattern: Full Time
  • Hours: 37 hours
  • Salary: Salary range £37,039 - £39,794 per annum
  • DBS Check: No
  • Location: Surrey - with hybrid working, Surrey

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