Housing Operations Officer

The role holder will take overall responsibility and a holistic approach to ensuring that complaints are responded to appropriately, within agreed timeframes, questioning actions, proposing service and system improvements, and supporting managers and teams.

In most cases, the role holder will be the responsible point of contact for the customer, providing a clear channel of communication and preventing further dissatisfaction. Other duties include:

Negotiation with and influencing others/stakeholders in a way that achieves the best outcomes/decisions. This will include discussions to understand all aspects of a complaint.

Undertakes activities to assist with planning improvement actions and ensuring they are implemented, assisting with implementation.

Liaising with other Council services in respect of issues raised during complaint investigations, including the Council’s Legal Service, Finance, Highways, Public Protection and Community Safety.

Responsible for ensuring data and records are accurate to aid management and strategic decision making. The role is responsible for communicating with a wide range of Housing teams to help ensure that complaints are properly investigated and used to help improve services to customers.