Somerset Council's housing landlord service provides housing management services to approximately 5,600 council housing tenants. The role is predominantly supporting colleagues to provide an effective complaints handling service to meet the requirements of the Housing Ombudsman and Social Housing Regulator:
- Responsible for receiving and administering all housing complaints into the service within set timescales.
- Interrogating in-house systems, speaking to colleagues and using policies and processes to identify whether the contact
- Making reasoned judgements to ensure the complaint or service request is triaged to the correct team.
Responding to residents via email or letter to acknowledge, reject or extend their complaint, within the scope of the Housing Ombudsman Complaint Handling Code.
- Providing support to colleagues to ensure they are providing timely and high quality complaint responses.
Experience
Essential
- Experience of working in operational services and delivering customer-led services to multi-channel customers.
- Sound understanding of the office environment in order to provide effective administrative support. Knowledge and experience in the use of IT systems / finance systems such as spreadsheets, word processing and databases. The ability is required to identify problems, take appropriate action, or seek advice.
- Sound customer / client relation skills are required combined with an understanding of data protection and confidentiality issues.
- Experience of working to tight deadlines, prioritising own workload and the ability to work flexibly and effectively.