About you:
You will be experienced in handling customer enquiries and complaints, understanding how these communications impact an organisation, and using them to identify potential service improvements. Excellent written and verbal communication skills are essential, with the ability to tailor communications to a broad range of audiences.
You should be confident in report writing and in using customer contact data to analyse performance and inform improvements. The ability to plan, prioritise workloads, work under pressure, and meet strict deadlines is necessary for this role.
About the role:
This is a 12-month fixed-term contract with the potential to become permanent.
Reporting to the Housing Policy Officer, you will be responsible for providing an effective complaints management system. This involves working collaboratively with Housing managers to monitor and support the resolution of disputes and enquiries.
You will monitor transactional surveys to track performance and identify service improvements. Analyzing and reporting on this data is a fundamental aspect of the role.
About the team:
Housing Services manages around 5,000 tenancies and nearly 1,000 leasehold properties in Exeter, providing services to about one-tenth of the city's population.
The Performance, Strategy, and Resident Involvement team works on various projects across Housing Services, providing policy, performance, and business support to enhance tenants' lives. Key achievements include:
* Organising a successful Housing Week to raise the department's profile
* Conducting resident consultations to review strategies, policies, and procedures
* Developing team members through accredited qualification programmes
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