Housing Project Officer(Complaints)

Client

Local Authority in Newham

Job Title

Housing Project Officer(Complaints)

Pay Rate

£24.37 an hour PAYE/£31.81 an hour UMBRELLA

Hours

36 hours Mon to Fri (09:00:AM - 05:00:PM)

Duration

Initial 3 month contract

Location

HYBRID WORKING- 2-3 Days office based in Newham Dockside

Description

ROLE DUTIES:

* Develop and maintain a central learning from complaints action log, ensuring actions have clear owners, target dates and evidence of completion, and escalating overdue or outstanding actions where appropriate.
* Undertake regular analysis of complaints, Member Enquiries and Housing Ombudsman findings to identify recurring themes, trends, root causes and opportunities for service improvement.
* Work closely with senior managers, service leads and operational teams across Housing Services and Housing Needs to agree learning and improvement actions arising from complaints and monitor their delivery.
* Arrange, chair and contribute to regular learning from complaints meetings with senior stakeholders, providing constructive challenge and ensuring clear ownership of agreed actions.
* Undertake quality assurance and dip-sampling of complaint responses and case records to identify areas for improvement, good practice and opportunities for wider organisational learning.
* Monitor and provide assurance that agreed learning actions have been implemented and, where possible, assess whether the changes made have resulted in improved service delivery and resident outcomes.
* Produce regular reports, briefings and management information on complaint themes, learning, outstanding actions and service improvements for senior managers and Housing leadership.
* Coordinate and monitor learning arising from Housing Ombudsman investigations and determinations, ensuring wider learning is identified and shared with relevant services.
* Work with services to translate complaint learning into practical improvements to policies, procedures, systems, staff guidance, communications, training and service delivery.
* Promote a positive learning culture across Housing, sharing good practice and supporting workshops, case reviews and other learning activities where appropriate.
* Support the production of resident-facing information demonstrating how complaints and resident feedback have resulted in service improvements.

EXPERIENCE:

1.1. High-level knowledge of social housing, including the relevant legislation, government policy and community involvement.

1.2. Sound knowledge and understanding of project management principles.

1.3. Sound knowledge of managing customer complaints in a social housing environment

1.5. Extensive, successful experience of working in social housing environment in a large local authority or equivalent organisation.

1.6. A track record of successful project management.

1.7. Experience of putting together comprehensive work proposals with full financial and risk assessments.

1.8. Management experience, including the management of change, human resources, and staff development, financial responsibility and systems development.