Housing Service Improvement Officer (Complaints)

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.