Job Description

Who You Are

You are an experienced and confident professional with detailed knowledge of Housing Regulations. You possess a high level of initiative and problem-solving skills, and are able to navigate complex challenges with creativity and tact. You demonstrate commitment to providing excellent customer service and have a flexible approach to your work. Your ability to communicate effectively across various platforms enables you to build strong relationships with stakeholders at all levels.

What the Job Involves

This role is a key component of the Customer Assurance process. You will manage reviews, appeals, complaints, and enquiries, ensuring they are in line with legislation and Council policies. You will take ownership of your caseload, investigating and identifying solutions while keeping relevant stakeholders informed. Your work will involve close liaison with legal teams, service managers, and other departments to ensure consistent and thorough handling of cases. You will also contribute to improving the customer experience by accurately recording case progress and outcomes, providing necessary advice to colleagues, and ensuring all service provisions and responses meet statutory and policy standards.

Skills

• Commitment to customer care and diversity principles
• Excellent analytical, problem-solving, and negotiation skills
• Strong verbal and written communication abilities
• Ability to work under pressure and meet deadlines
• IT literacy and proficiency in case management systems
• Teamwork and collaborative approach
• Flexibility and adaptability to changing priorities