Job title: Senior Customer Experience Officer
Post reference: HSG1477P
Grade: Grade 6
Responsible To: Strategy and Engagement Manager
Job Purpose: In conjunction with the Head of Housing and/or Director as appropriate, fact finding and information gathering in respect of stage 2 complaint reviews led by the Chief Executive’s Office in line with the Complaint Handling Code.
Key Responsibilities:
1. Manage the Housing Services Customer Experience Team
2. Manage the Housing Service complaints process through various channels of communication, taking responsibility for the complaint from start to finish, providing a professional response in line with the Housing Ombudsman Complaint Handling Code.
3. Ensure that complaints are investigated, with the support of the relevant departments and service managers, and that a suitable response to formal complaints are complied with a focus on the customers experience aiming for early resolution where possible and ensuring all communications are fully documented on the Council’s CRM system.
4. In conjunction with the Head of Housing and/or Director as appropriate, fact finding and information gathering in respect of stage 2 complaint reviews led by the Chief Executive’s Office in line with the Complaint Handling Code.
5. Be responsible for investigating and responding to all housing enquiries from the MP, including preparing a written response and ensuring the Council’s CRM system is updated.
6. Proactively manage own case load using own initiative to manage complex cases and potentially difficult customers, with a diplomatic resolution-oriented approach.
7. Provide a monthly report to Head of Housing and the Cabinet Member for Housing and Estates outlining the findings of complaints, ensure remedial actions from complaints are delivered by relevant staff and the wider business with learnings being recorded.
8. Ensure that Freedom of Information Requests for the Housing Service are responded to in accordance with the statutory timescales.
9. In conjunction with the Head of Housing gather evidence required to respond to any enquiry received from the Housing Ombudsman or Local Government and Social Care Ombudsman within the relevant timescales.
10. Develop and implement ongoing training for staff and information for customers to ensure that the Housing Services response to complaint handling meets the Housing Ombudsman Complaint handling code, the Regulator for Social Housing Consumer Standards and best practice.
11. Organise and manage the Housing Complaint Review Group, ensuring that tenants are actively engaged and involved in reviewing and identifying learning from complaints.
The post holder is required to carry out any other duties appropriate for the grade and responsibility level of the post.
The post holder will be required to comply with relevant legislation and in accordance with the Council’s policies and procedures.
The post holder will be employed under the NJC Conditions of Service for Local Government Services.
Last Updated on Wednesday, April 9, 2025