About us : 

Solihull Community Housing provides homes and support services for over 10,000 customers in the Solihull Borough. Our Customer Contact Centre provides a high quality service to all our customers dealing with a wide range of queries including repairs, rent accounts, housing management and homelessness. It’s an exciting time to join us as we are creating a new Complaints team, do you have a positive approach, outstanding customer service skills and an ability to investigate and respond to complex matters? 

Solihull Community Housing prides itself on offering excellent service, and listening to customer feedback to drive service improvement. 

The Role 

We are looking for an exceptional people to work with us in our Complaints Team as a Complaints Handling Officers. As part of a newly formed complaints team you will take the leading in handling Stage 1 complaints, supporting customers and collaborating with colleagues to resolve complaints. Working with passion and excellent communication skills you will investigate in line with the Ombudsman code and deliver effective outcomes to customers. You will report to the Complaints Resolution Manager and work closely with them to identify all learning from complaints and share findings with business to drive Service Improvement.

You will need to foster and nourish positive complaints culture, be proactive and customer focused throughout every step of the process.

Key requirements 

• Excellent customer service skills
• Excellent letter writing skills 
• Ability to review evidence and summarise findings 
• Knowledge of the Housing Ombudsman Code 
• Focused and self motivated to achieve demanding deadlines 

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Solihull Council has a responsibility for, and is committed to, safeguarding, and promoting the welfare of children, young people, and adults at risk, and requires all staff and volunteers to share this commitment.

Attached documents
Job Description and Person Specification