Housing Complaints Officer x 2 posts

About us 

Tower Hamlets is one of London’s most diverse, vibrant boroughs. It’s a melting pot of creativity, enterprise and cultural life that brings the best of London together in just eight square miles. It’s also a borough of contrasts, and as a Council, we know that Tower Hamlets is on a vital journey of improvement. There are tough challenges we need to tackle, but with that comes a unique opportunity to make a real impact. We’re changing – rapidly. This is a place where people make things happen. Where everyone works together with zeal, passion and pride. As an employer, we can offer a generous annual leave package, competitive pension and flexible working. 

For more information why join Tower Hamlets, please visit: 

Staff benefits (towerhamlets.gov.uk)

Our Housing Options Service is seeking a highly motivated and customer-focused individual to join our Statutory Advocacy Team. This is an exciting opportunity, the role is varied and will also involve building strong working relationships with internal and external stakeholders, ensuring complaints are handled efficiently and with integrity. As a Housing Complaints Officer, you will be responsible for delivering high-quality customer care. Your responsibilities will include:

• Dealing with a range of complex complaints, with the ability to identify and implement suitable resolutions.
• Ensuring that statutory requirements, guidance, practice and relevant legislation, including the Council’s and Ombudsman’s Complaints Handling Codes are complied with.
• Utilise your excellent communication skills, both written and verbal to provide resolutions and responses to complaints and Members and Mayoral Enquiries.

If you have strong  organisational skills  and a proactive approach to problem-solving, along with the ability to work under pressure and meet tight deadlines, we would love to hear from you.

Please noted that roles are available as a fixed term contracts for 12 months.

Tower Hamlets vision for our borough is that: people are inspirational, independent and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.

Tower Hamlets has a zero-tolerance approach to, and works to eradicate, all forms of discrimination on the basis of race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, status as a civil partner, gender, gender identity, gender expression, pregnancy and maternity and looks to employ a diverse workforce representative of those groups. We recognise that people can also be disadvantaged by their social and economic circumstances, so we will work to eliminate discrimination and disadvantage caused by social class.

We welcome applicants interested in flexible working arrangements and also applicants who live in the borough.  

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