Housing complaint officer needed in Croydon £18.76ph ref 8143
Hybrid role
Essential knowledge:
- Understanding of any legislative framework and government guidelines for handling complaints relating to Housing Needs, Homelessness, Intervention & Prevention
- Working knowledge of best practice in handling complaints and customer feedback
- Up-to-date knowledge of service improvement in other local authorities and changes in legislation that affect key services
Essential skills and abilities:
- Strong oral communications skills using a range of methods, including delivering presentations
- Strong written skills, providing clear and unambiguous reports on complex issues and not use jargon
- Ability to manage and deliver a range of complex projects, tasks and activities
- Practical problem solver, with a focus on efficiency, value for money and the effective management of conflicting priorities
- Ability to demonstrate resilience when facing contradicting priorities or demanding workloads
- Good facilitation skills
- Creative and innovative with ideas and approach
- Ability to build and maintain strong relationships at all levels
- Ability to influence at all levels of the organisation – and unafraid to constructively challenge
- Able to process and analyse a broad range of data quickly and effectively
- Outstanding ability to work well in a team
- A determination to deliver a high quality of service
- A consistently positive attitude to change
Excellent organisational skills
Essential experience:
- Complaint handling experience in Housing Needs, Homelessness, Intervention & Prevention
- Issuing responses to stage 1 complaints and member enquiries
- Experience of working closely with different levels of staff up to an including chief executive level, gaining credibility across all levels