Are you passionate about making a real difference for people If so, Braintree District Council has an exciting opportunity for a Complaints and Reviews Coordinator to join the team.
Location: Braintree, Essex, CM7 9HB
Salary: £41,145 to £45,498 per annum
Job Type: Full time, Fixed term for 2 years
Closing date: Sunday 11th January 2026
Why choose Braintree District Council
Braintree is an ambitious forward-thinking Council and is becoming one of the fastest growing Districts in the East of England with three growing towns, London just 45 minutes away and the district located directly between the international transport centres of Stansted Airport and Harwich and Felixstowe International Ports. We have a deserved track record for delivering and a strong reputation within the business community.
Braintree District Council is a great place to work. We pride ourselves on our creative and innovative approach which is led by our staff. We are committed to having an engaged workforce who understand our strategy and how they can help deliver it.
Complaints and Reviews Coordinator - The Role:
We have an exciting opportunity for a dynamic and driven individual to join our Housing and Community Services team at Braintree District Council for the role of Complaints and Reviews Coordinator.
This is a key position within the service, responsible for managing complaints and statutory reviews under section 202 of the Housing Act 1996 for homelessness decisions, as well as reviews of housing register decisions in line with the Allocations Policy. But this role is more than the legislation and letters alone, this is about putting people at the heart of everything we do.
You will take ownership of the entire process from investigation to coordination and quality assurance, ensuring that every complaint and review leads to meaningful leaning and service improvement.
Complaints and Reviews Coordinator - Key Responsibilities:
- Lead statutory reviews under section 202 of the Housing Act 1996 for homelessness decisions and housing register reviews in line with our Allocations Policy
- Handle high-profile enquiries from MPs and elected members, delivering timely, accurate, and customer-focused responses
- Challenge and influence senior managers, driving a culture of accountability and continuous improvement
- Embed learning from complaints and reviews into our quality assurance framework, ensuring feedback loops result in better outcomes for residents
Complaints and Reviews Coordinator - You:
- We are looking for someone who is proactive and people focused, with a passion for delivering excellent customer service
- You will be a highly motivated and organised individual with strong analytical and communication skills
- You will have experience of complaint handling
- You will be confident in interpreting complex legislation including an understanding of homelessness and housing allocations legislation
- A natural collaborator who can work across teams ad with legal representatives to make sure lessons learned lead to real change
Complaints and Reviews Coordinator - Benefits:
- Hybrid working arrangements are available in this role (home/office based with a minimum of two days in the office per week) subject to business need
- Competitive pay and benefits
- Local government pension scheme
- Learning and development for all staff
- Staff discounts at local businesses
- Staff recognition schemes
- Extensive health and wellbeing programme including discounted gym membership
What next
If you thrive in a challenging, fast-paced environment and want to make a tangible impact on the lives of our residents, we'd love to hear from you.
Closing date for receipt of applications is midnight on Sunday 11th January 2026.
Interviews will be held on Thursday 22nd January 2026.
To submit your application for this exciting Complaints and Reviews Coordinator opportunity, please click ‘Apply' now!
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