Are you passionate about delivering exceptional customer service? Do you thrive in roles where you can make a real difference by resolving customer concerns and improving services? If so, we want to hear from you!

Warwick District Council is looking for a dedicated Complaints & Customer Support Officer to join our Housing, Health, and Communities team. In this role, you will be the first point of contact for managing customer complaints, working closely with tenants, leaseholders, and internal departments to resolve issues effectively and professionally.

Key Responsibilities:

• Investigate and resolve customer complaints in line with Housing Ombudsman guidelines.
• Collaborate with the Customer Services Team Leader to recommend service improvements.
• Support customer engagement initiatives, including feedback collection and analysis.
• Produce clear, professional responses to customer complaints, ensuring compliance with Council standards.

About You:

We are looking for someone with:
• Strong communication and interpersonal skills to handle challenging conversations.
• Proven experience in customer service or complaint handling, ideally within housing or public services.
• Excellent organisational skills to manage a varied caseload and meet strict regulatory deadlines.
• A commitment to delivering outstanding customer care and improving services.

What We Offer:

• A competitive salary and benefits package.
• Flexible working arrangements, including hybrid working.
• Opportunities for personal and professional development.
• A supportive team environment where your contributions will make a real impact.

Join us and play a vital role in enhancing customer satisfaction and helping us deliver excellent services across Warwick District.

The intention is for the postholder to work predominately from home however, it is a requirement to attend our offices or sites within Warwick District as required. Any costs for travel from home to the office will be met by the successful candidate. However, office and hybrid working are also available.

If you have any questions or wish to have an informal discussion, please contact Tracy Honey by email tracy.honey@warwickdc.gov.uk or telephone on 07394 402055.

Closing date: 12/01/2025

Interview date/s: 15/01/2025

To apply for this vacancy please click on the 'Apply' button.

It is important that you fully complete all sections of this application. Only information contained in the application will be used for shortlisting. 

Council Employee Benefits

Guidance notes for job applications

Recruitment guidance for disabled applicants

Recruitment guidance for ex-offenders

Equality - what we aim to do

Internal applicants only: please note if you are applying for a secondment position, you must seek approval from your current line manager before applying.

If you are unable to apply using the 'Apply' button, please contact HR Support on vacancies@warwickdc.gov.uk including your contact details and any relevant screenshots.
 
 You will be notified of our shortlisting decision via email, so please check your email on a regular basis after submitting your application.

As part of being a Disability Confident employer we guarantee to interview anyone with a disability whose application meets the essential criteria for the post. By ‘essential criteria’ we mean that you must provide us with evidence in your application form which demonstrates that you meet the level of competence required for each competence, as well as meeting any of the qualifications, skills or experience defined as essential in the person specification.  To be considered under the Guaranteed Interview Scheme (GIS), applicants must disclose that they have a disability and would like to be considered for the scheme.

Should you require application forms in an alternative format / language or any adjustments to be made throughout the application or recruitment process or upon appointment, please contact vacancies@warwickdc.gov.uk  and we will make every effort to meet your specific requirements.