# Housing Complaints and Enquiries Officer

**Company**: London Borough Of Waltham Forest
**Location**: London Borough of Waltham Forest, Greater London
**Work arrangement**: hybrid
**Job type**: full-time
**Salary**: GBP 42,492 - 45,123 per year
**Category**: Customer Service
**Industry**: Government & Public Sector

**Apply**: https://www.jobsgopublic.com/job/housing-complaints-and-enquiries-officer-110981?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c87ab4ed-602

## Description

The London Borough of Waltham Forest is seeking a Housing Complaints and Enquiries Officer to provide a comprehensive and effective customer-focused service by managing and resolving Stage 1 complaints, particularly Housing Disrepair cases.

The successful candidate will be responsible for:

- Investigating and responding to Stage 1 complaints and resolving them within the required timescale

- Liaising with complainants to define the subject and scope of complaints and expected resolution

- Carrying out investigations with an open mind and ensuring that all issues raised by the complainant are addressed with reference to any relevant policies, legislation, and good practice

- Holding contractors and colleagues to account to ensure that complaints are responded to and resolved in a timely way and with the resident's needs fully addressed

- Keeping the complainant updated on progress with their complaint, clearly communicating the timescale for response, and agreeing any extensions to timescales

- Coordinating responses to Councillor and MP Enquiries, Subject Access, and Freedom of Information requests

- Providing appropriate assistance to customers who are vulnerable and who may have specific needs

- Organising and maintaining records and documents using the appropriate council process/system

- Database maintenance – accessing and updating relevant databases and generating reports for management information

The ideal candidate will have:

- Demonstrable experience of customer complaint handling in a similar environment (desirable)

- Experience of holding unscripted telephone conversations to gather the required information

- Ability to build relationships, influence, and engage successfully with residents, colleagues, and partners

- Ability to work both autonomously and collaboratively with a wide range of stakeholders

- Demonstrable negotiation and persuasion skills in a wide range of settings

- Excellent time management skills to manage a complex caseload, prioritise, set deadlines, and cope with conflicting and changing demands

- Ability to use housing, legal, and regulatory knowledge to resolve issues

- Experience of information gathering and analysis skills to understand whether policy and process have been followed correctly

- An understanding of the responsibilities of social housing landlords (desirable)

- Excellent written communication skills with the ability to write formal complaint responses about complex issues in plain English

- The ability to work as part of a team and demonstrate why this is important

- Experience in the use of Microsoft Office applications and case management systems

The salary for this role is £42,492 - £45,123 per year.

## Skills

### Required
- customer complaint handling
- telephone conversations
- relationship building
- time management
- housing knowledge
- written communication

### Nice to have
- social housing landlord responsibilities

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Source: [Apply at jobsgopublic.com](https://www.jobsgopublic.com/job/housing-complaints-and-enquiries-officer-110981?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)