The Role
With exemplar customer skills, the Customer Care and Complaints Officer is the first point of contact for tenants and leaseholders with comments, compliments, or complaints about the Council’s Landlord Service. They manage and investigate Stage 1 complaints, ensuring timely and appropriate responses, and support the team manager with Stage 2 complaints. Additionally, they work closely with service teams to improve customer care and service quality, ensuring compliance with the Housing Ombudsman’s Complaints Handling Code.