Job Description
6 months contract with a Local Authority
Job Summary:
• Ashfield District Council is seeking an experienced Complaints Officer (Housing) to join the Housing Management team on a temporary basis.
• The successful candidate will be responsible for managing and responding to housing-related complaints in accordance with the Housing Ombudsman Service’s Complaint Handling Code and the Council’s internal procedures.
• This role involves investigating, drafting responses, maintaining accurate records, and supporting service improvements through complaint learning outcomes.
Key Duties/Accountabilities (Sample):
• Collate and review information relating to expressions of dissatisfaction and formal complaints.
• Acknowledge complaints in writing and ensure responses are handled within agreed timescales.
• Draft complaint responses and investigation notes in line with Council policy and the Housing Ombudsman Code.
• Support the preparation of complaint documentation for submission to the Housing Ombudsman Service.
• Maintain accurate and up-to-date complaint records and data logs.
• Assist with the implementation of complaint learning outcomes, recommendations, and service improvements.
• Work collaboratively with housing teams and other departments to resolve complaints effectively.
• Ensure all information is handled confidentially and in compliance with data protection and Council standards.
Skills/Experience:
• Proven experience in complaint handling or case management, ideally within social housing or local government.
• Good understanding of the Housing Ombudsman Service’s Complaint Handling Code.
• Strong written and verbal communication skills, with the ability to produce clear, professional correspondence.
• Excellent analytical, problem-solving, and investigation skills.
• Proficient in Microsoft Office applications and confident using housing management or CRM systems.
• Ability to manage a busy workload, prioritise tasks, and meet deadlines.
• Strong attention to detail and commitment to accuracy in record-keeping.
• Ability to handle sensitive issues with discretion and professionalism.
• Team player with a proactive and customer-focused approach.
Additional Information:
• The closing date: 14/11/2025.
• Location: Ashfield District Council, Urban Road, Kirkby in Ashfield, Nottinghamshire, NG17 8DA.
• Hours: 37 hours per week, Monday to Friday (flexible hours between 8:00 am and 5:00 pm).
Requirements
• Proven experience in complaint handling or case management, ideally within social housing or local government. • Good understanding of the Housing Ombudsman Service’s Complaint Handling Code. • Strong written and verbal communication skills, with the ability to produce clear, professional correspondence. • Excellent analytical, problem-solving, and investigation skills. • Proficient in Microsoft Office applications and confident using housing management or CRM systems. • Ability to manage a busy workload, prioritise tasks, and meet deadlines. • Strong attention to detail and commitment to accuracy in record-keeping. • Ability to handle sensitive issues with discretion and professionalism. • Team player with a proactive and customer-focused approach.