3 month contract with a local authority

Job Purpose

• The Postholder is responsible for delivering high‑quality customer engagement and complaint management across Nottingham City Council Housing Services (NCCHS). The role ensures all customer enquiries, complaints, compliments, and feedback are handled effectively, professionally, and in line with policy. Acting as the first point of contact for customer information, the postholder supports communication across investment programmes, gathers tenant satisfaction data, and contributes to improving service delivery and overall customer experience.
  

Key Duties/Accountabilities

• Investigate and pursue customer enquiries across a range of housing-related issues.
  
• Interview relevant parties, gather evidence, and report findings clearly in both written and verbal formats to the Site Manager and/or Project Manager.
  
• Ensure all complaints are managed in accordance with NCCHS Complaints Policy, escalating concerns where appropriate.
  
• Promote a customer‑focused culture where tenants are listened to and valued.
  

Essential Experience Required

• Experience in a customer-facing role, ideally within housing, repairs, community services, or public-sector environments.
  
• Experience handling customer complaints, enquiries, and sensitive issues professionally.
  
• Strong experience preparing written reports, gathering information, and presenting findings.
  

Essential Qualifications Required

• Full UK driving licence and access to a vehicle for work purposes.
  
• Background in housing, customer liaison, repairs services, or local government.
  
• Knowledge of complaint-handling procedures within public service settings.
  

Additional information to note

• Working hours: 37 hours per week
  
• Monday - Friday, between the hours of 8:30pm – 5pm
  
• Hybrid – Harvey Road is the base, but they would be expected to be out and about as well
  
• We work on Bi weekly payment schedule
  

The role closes soon, apply ASAP.