Job Introduction
We are currently recruiting for a Housing Customer Relations Officer on a 6-month secondment opportunity to take a lead role to investigate and draft responses to complaints, member enquires, Freedom of Information requests and Ombudsman enquiries received by Housing Services.
To ensure complaints, member enquiries, freedom of information and subject access requests are appropriately logged and responded to within Ombudsman and ICO timelines. To take a lead role for administration of preparation of reports and papers for board meetings in relation to complaints. Liaise with stakeholders in a way that promotes the One Medway Council Plan and embeds our values and behaviours.
Accountabilities and outcomes:
To complete quality checks of complaint responses to ensure that a professional unbiased consideration is applied at all times ensuring our service users are given a fair and equitable response within a measured timeline.
To manage the distribution and responses of complaints and enquiries in relation to Housing Services and ensure effective arrangements are in place to monitor all complaints and enquiries received.
To assist in the drafting of responses to Council Members, Members of Parliament. To establish positive and constructive relationships with senior and team managers across the service, the Local Government Ombudsman and other relevant departments across the Council. Promote best practice and sound customer care across the service and use feedback from complaints and enquiries to aid continual service improvement.
To monitor on-going learning from complaints and enquiries. Ensure customer satisfaction surveys are regularly undertaken in terms of Housing Services Complaints Management. To assist in the production of monthly and annual analysis reports of complaints received within the service.
At the discretion of the Head of Service, such other activities as may from time to time be agreed consistent with the nature of the job described above.
If you would like to have an informal discussion with the recruiting manager, please e-mail Francesca Roma on francesca.roma@medway.gov.uk
Career Progression Frameworks (CPF) have been introduced for all roles at Medway Council. These frameworks provide a mechanism for employees to take ownership of their development within their post and be rewarded accordingly. The salary you will be offered will be at level A. There will be further opportunity once in post to progress from level A to B, and B to C.
When writing your application, it is important to ensure you identify your suitability against the requirements of the job profile, as this information will be used for shortlisting and may contribute to the CPF assessment. Your application may be rejected if the minimum required criteria is not met. Further information relating to the requirements for this role can be found in the CPF Guidance document attached.
The person specification of a job profile is split into three levels:
Level A details the essential criteria that all applicants must be able to demonstrate through their application and interview.
Level B details the developed competencies that an individual who is practised in this role would be able to demonstrate and will be a progression of knowledge, experience and skills from level A.
Level C requires the highest level of competence and applicants would need to fully meet and demonstrate all aspects of the job profile, including qualifications, knowledge, skills and experience.
We are seeking a Housing Customer Relations Officer to join the team at level A. This is the entry point of the role, so you will need to be able to demonstrate the relevant knowledge, experience and skills to get you started, but you will be supported to develop in your role through induction, probation and a supportive Performance Appraisal and Career Conversation. All elements of level A listed within the person specification are essential. Through your induction you will be introduced to the Career Progression Framework (CPF), which will help you to identify your areas of strength and any development needs.
Important Information-
- Applicants must be able to demonstrate all criteria at level A which are essential for appointment to the role.
- Medway Council is not able to provide a Certificate of Sponsorship, so candidates must already possess the right to work in the UK.
- For further information, and for details of the benefits of working for Medway Council, please refer to the Medway information pack available as a download or to view online.
- Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.
- Please note, we prioritise applications from current Medway Council redeployees. We will let you know if this post is to be filled by a redeployee as, in this instance, your application will unfortunately not be taken forward.
- We reserve the right to close this vacancy at any time prior to the closing date.
Please visit http://www.mindfulemployer.net/ for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.
