Housing Complaints & Feedback Officer

Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!

We have a rich history of welcoming people from all over the world and are proud to be recognised as the UKs first Borough of Sanctuary for our work in championing the rights of refugees and migrants.

Introduction

Lewisham Council is committed to delivering a responsive and residentfocused Housing service. This role plays a vital part in ensuring complaints enquiries and communications are handled effectively resolving issues quickly and improving outcomes for residents.

Whats the role

To support the Housing Complaints and Feedback Manager in delivering an effective responsive and customerfocused complaints service across the Housing Directorate enhancing resident satisfaction. The role is responsible for managing communications enquiries and complaints and for investigating and resolving complex and sensitive cases to achieve timely outcomes and prevent unnecessary escalation through the complaints process.

Whats in it for you

Excellent training and development opportunities plus a range of benefits including:

• Generous holiday allowance
• Local Government Pension scheme
• Flexible working and family friendly policies
• Season ticket and bicycle loans
• A range of staff discounts including local subsidised gym memberships
• Supportive staff networks

What were looking for:

Were looking for someone who brings strong knowledge and confidence in housing complaints work including:

• A sound understanding of local authority housing processes with awareness of the wider challenges facing local government and the social housing sector.
• Proven knowledge of good practice in complaints and enquiries management including early resolution customerfocused responses and managing complex or sensitive cases.
• A strong working knowledge of the Housing Ombudsman Complaint Handling Code and/or experience of working with or responding to the Local Government and Social Care Ombudsman including compliance and learning from outcomes.

Location

The job is primarily based in Laurence House 1 Catford Road SE6 4RU but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.

Special conditions

The recruitment process is anonymous and we dont accept CVs.

Applicant handbook- please read the guidance in this handbook when applying. It is essential that you complete the application fully and that your supporting statement covers how you meet each of the person specification criteria listed.

For an informal discussion about this job please contact Dominique Benjamin

Please click here to view the Job Description and Person Specification

Salary

40404 - 41637 per annum (SO1)

N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale) which is subject to evidential proof.

Diversity

Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme further details are available at Council has a dedicated employment support service Lewisham Works which offers Lewisham residents guidance in relation to applying for jobs. If you want to join Lewisham Works please email and an advisor will be in touch with you.

The Council reserves the right to close adverts early if there is a large response.

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