Customer Support Officer (Scale 6)

Who You Are

We are seeking an experienced and highly organised Housing Complaints Officer to manage Stage 1 and Final Stage complaints, Freedom of Information (FOI) requests, Members’ Enquiries, and Housing Ombudsman cases. This is an excellent opportunity for a customer-focused professional with strong written communication skills and a keen eye for detail.

What the job involves

• Manage and respond to Stage 1 and Final Stage complaints within agreed timescales
• Handle Freedom of Information (FOI) and Members’ Enquiries efficiently and accurately
• Prepare detailed responses for Housing Ombudsman cases
• Liaise with internal departments to gather information and ensure comprehensive investigations
• Maintain accurate records and case management systems
• Ensure compliance with relevant legislation, policies, and procedures
• Deliver high standards of customer service at all times

Skills

• Previous experience handling housing complaints and/or Ombudsman cases
• Strong knowledge of complaints procedures and FOI processes
• Exceptional customer service skills
• Excellent written English with the ability to draft clear, concise, and professional responses
• Strong time management skills with the ability to manage competing deadlines
• High level of attention to detail
• Ability to work independently and as part of a team