Your newpany
Due to a significant increase in housing-relatedplaints, Sandwell Council are expanding their Housing Resolutions Team. We’re looking for five dedicatedplaint Handlers to help deliver high-quality and timely responses toplaints and reduce pressure on their current team.
Your new role
You’ll be responsible for managing a caseload of housingplaints, with a strong focus on customer service and resolution. While manyplaints relate to housing repairs, you’ll handle a wide range of housing issues. You’ll be supported with training in housing legislation and provided with tools to succeed.
As aplaint Handler, you will be responsible for triaging newplaints within five working days of receipt and ensuring that acceptedplaints are investigated and resolved within ten working days, including making direct contact with theplainant. You will liaise with contractors and, when necessary, attend property visits to support the resolution process. A key part of the role involves drafting and issuing resolution letters, using a provided template alongside your own writtenmunication skills. You will also be expected to maintain accurate records, ensurepliance with service level agreements (SLAs), and collaborate with internal teams to identify recurring issues and contribute to service improvements.
Location: Roway Lane, Hybrid (2 days in-office) | Hours: Full-Time, 37 hours/week (Mon–Fri, 9am–5pm)
What you'll need to succeed
The ideal candidate will have a strong background in customer service andplaint handling, with excellent written and verbalmunication skills. They should be capable of managing a high-volume caseload while maintaining a high standard of quality. Confidence in working both independently and collaboratively as part of a team is essential. While previous housing experience is advantageous, it is not required, as full training will be provided. Candidates should also befortable with hybrid working arrangements and be willing to travel occasionally for property visits.
What you'll get in return
You will be offered a supportive and agile working environment, with a hybrid model that includes two days per week in the Roway Lane office. You’ll receive full training on housing legislation andplaint procedures, ensuring you’re well-equipped to succeed. This is a meaningful opportunity to make a real difference in the lives of residents by helping to improve the quality and responsiveness of our housing services. You will also receive an hourly rate of £ per hour with weekly pay.