Housing Complaints Officer

About this job

PERMANENT: FULL TIME - 37 HOURS PER WEEK 
SALARY: £34,314 -£37,035
LOCATION: TIVERTON/HYBRID

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 minimal 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.

To find out more

To find out more about this role please contact Angela Haigh or Helen Carty on 01884 255255 or email housingcomplaints@middevon.gov.uk

For full details please read the Job Description and Person Specification -Housing Complaints Officer 

The Job Description refers to the level of competencies required for this post. For an explanation of what this means, please see Core Competencies.

A satisfactory basic disclosure check and three years complete employment history will be requested in the event of you being offered the position.

Unfortunately we are unable to sponsor skilled worker visas at this time. For more information on pre-employment checks, please review the documents found here.

How to apply

Please download and complete our Job Application Form and send to Opportunities@middevon.gov.uk. Alternatively, print and send by post to:

People Services
Mid Devon District Council
Phoenix House
Phoenix Lane
Tiverton, Devon
EX16 6PP

Please remember to quote the following post and vacancy numbers:

MDDC reserves the right to close this vacancy early. We therefore encourage early applications.

We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all underrepresented groups.  We are keen to make our interviews accessible. Let us know on your job application if you have a disability and need any reasonable adjustments.

We're committed to Equality of Opportunity and welcome applications from all sections of the community.

If we've not contacted you within two weeks of the closing date, please assume your application has been unsuccessful on this occasion. 

Thank you for showing an interest in this vacancy and we wish you every success with your on-going job search.