Housing Complaints and Quality Officer

Overview

Housing Complaints and Quality Officer
Employer: Redditch Borough Council
Location: Town Hall Redditch
Salary: Grade 5: £29,540 - £32,061

Situated in North Worcestershire, Bromsgrove District Council and Redditch Borough Council share services. The Councils are committed to being a customer driven organisation, with our customers at the heart of everything we do; focused on improving delivery services that make a difference to the community that we serve.

The tenants are at the forefront of everything we do. The successful candidate is, therefore, a main point of contact where they are expected to have a positive attitude and eager to help when working with our tenants.

The Role

• Investigate, manage, and respond to housing complaints in line with Council policy and Housing Ombudsman requirements
• Act as a key point of contact for tenant, Councillor, MP, and Housing Ombudsman enquiries.
• Work collaboratively with housing teams to resolve issues promptly and improve service delivery.
• Support compliance with the Regulator of Social Housing Consumer Standards
• Maintain accurate complaints and enquiry data and contribute to reporting and service improvement.

Key requirements

• Experience investigating and responding to complex complaints.
• Strong customer service focus with the ability to communicate clearly and empathetically.
• Ability to manage sensitive situations and de-escalate conflict.
• Educated to A-level or equivalent in a relevant subject.
• Flexible approach, with the ability to adapt to changing priorities.

Skills & Experience

• Experience in a complaint, housing, customer service or administrative role
• Knowledge of housing regulation and Consumer Standards (desirable)
• Strong written and verbal communication skills
• Confident IT skills and experience handling data and confidential information
• Ability to build positive working relationships and work effectively as part of a team.

Additional Information

• Competitive local government salary
• Local Government Pension Scheme.
• Generous annual leave entitlement.
• Flexible and hybrid working options.
• Ongoing training and development opportunities.

The closing date for receipt of completed applications is Sunday 22 February 2026.

Interviews will be held on week commencing 2 March 2026.

If you require further information please contact Jo Frost, Senior Housing Complaints and Quality Officer on ext:3045 or

To apply please select the apply button at the end of this advert. If you experience difficulties applying online then please contact HR Support on

CVs will not be accepted.

To view all our vacancies go to Recruiters A-Z Tab and select Bromsgrove and Redditch Councils.

If you do not hear from us within four weeks of the closing date, you should assume that your application was not successful on this occasion

We are an equal opportunities employer and welcome applications from all Sections of the Community

For a full list of our current vacancies why not visit our WM Jobs Recruiter Page

Attached documents
Job Description