Housing Solutions - Reviews and Customer Feedback Coordinator

About The Role

Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.
Housing Reviews and Customer Feedback Coordinator

Do you enjoy investigating issues, finding solutions and helping services improve?

We're looking for a Housing Reviews and Customer Feedback Coordinator to join our Housing team.

This is an exciting opportunity for someone with strong organisational skills, excellent attention to detail and a passion for delivering great customer service. You'll play a key role in ensuring housing complaints, reviews, appeals and information requests are managed effectively, fairly and within statutory timescales.

Working closely with colleagues across the Housing service, you'll help ensure that customer feedback is acted upon, lessons are learned and residents receive clear, professional and timely responses.

About the role

No two days will be the same. You'll work across our districts, Cirencester, Witney and the Forest of Dean coordinating a wide range of enquiries, complaints and reviews, working with teams across the organisation to gather information, investigate issues and support positive outcomes for residents.

Your responsibilities will include: Coordinating housing complaints and ensuring they are handled in line with organisational procedures and Housing Ombudsman guidance
Managing Housing related Freedom of Information (FOI) and information requests
Supporting statutory housing reviews and appeals, ensuring cases are progressed within required timescales
Liaising with residents, colleagues, councillors, MPs, solicitors and external agencies
Drafting clear, professional and empathetic written responses
Monitoring case progress, maintaining accurate records and tracking performance
Identifying themes and trends from customer feedback to support service improvement
Producing reports and information for managers and stakeholders
Supporting the development of best practice across Housing services
This is a role where you'll have the opportunity to make a real impact by helping to improve services and ensuring residents receive a high-quality experience.

Please note you will be required to work and travel between our council offices as required. This includes Cotswold District Council, West Oxfordshire Council and Forest of Dean Council.

About you

We're looking for someone who is organised, resilient and able to manage a varied workload whilst maintaining excellent attention to detail.

You'll ideally have: Experience managing complex enquiries, complaints or casework
Excellent written and verbal communication skills
Strong organisational and time management skills
The ability to remain calm and professional when dealing with challenging situations
Experience building positive relationships with customers and colleagues
Strong problem-solving and decision-making skills
Confidence using a range of IT systems and software packages
The ability to manage sensitive information with discretion and confidentiality

You will also need:
A qualification equivalent to NVQ Level 3 or A Level, or significant relevant experience
GCSE Maths and English (Grade 4/C or above, or equivalent)

Special Conditions
Full UK Driving Licence preferred
Ability to travel/access to a vehicle for work purposes
This role is subject to a Baseline Personnel Security Standard (BPSS) check

What we can do for you
Agile working allowing a mix of home and office working
Flexible working arrangements (depending on the role)
27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care
Pension scheme with a good employer contribution of up to 7% of your earnings
Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
Cycle to work scheme
Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars
Generous sickness cover above statutory entitlements
Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
Life assurance, currently four times your annual salary

About The Organisation
You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.

Publica is committed to meeting its statutory and moral duties to safeguard and promote the welfare of children, young people under 18 years of age and adults at risk who are the recipients of its services and/or activities. xwzovoh
Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer-focused organisation driven by real user needs.