About you:
You will be experienced in handling customer enquiries and complaints and have a strong sense of how these communications impact an organisation and how to use them to identify potential service improvements. Excellent communication skills both written and verbal are essential, as is the ability to tailor these communications to a broad range of audiences. You will be confident in report writing and in using customer contact to analyse performance and inform learnings. The ability to plan, prioritise workloads; work under pressure and meet strict deadlines will be necessary to meet the requirements of this role.
About the role:
Reporting into the Housing Policy Officer, you will be required to provide an effective complaints management system – working with our Housing managers in a collaborative way to monitor and support the service in resolving disputes and enquiries. You will be responsible for monitoring transactional surveys, used to track our performance and to identify service improvements that can be implemented to help improve our housing services. Analysing and reporting on this data forms a fundamental responsibility of the role.
About the team:
Housing Services manages and maintains around 5,000 tenancies and almost 1,000 leasehold properties in Exeter. We provide a range of services to around one tenth of the population of the city. We also have an ambitious development programme to be delivered over the next five years.
The Performance, Strategy and Resident Involvement team work on a variety of projects and programmes of work across Housing Services providing policy, performance and business support to enhance the lives of our tenants. Some of our key achievements over the last 24 months have included:
- Organised a successful Housing Week to raise our profile in the City
- Conducted various consultations with our residents - reviewing strategies, policies and procedures
- Ongoing development of our team members through accredited qualification programmes.
What next?
If we sound like the right fit for you and you feel like the right fit for us we would welcome your application. Please click on the Apply button at the bottom of this page.
Alternatively if you would like to find out more about the post, the team or working with us at the Council please contact Vicky Labbett, Housing lead (Performance, Strategy, & Resident Involvement) via email at vicky.labbett@exeter.gov.uk
We reserve the right to close any vacancy before the closing date if enough applications are received.
Our commitment
At Exeter City Council we are fully committed to having a diverse and inclusive workforce to reflect the communities we serve.
To support this commitment we will strive to implement reasonable adjustments to support any members of our communities who face barriers in recruitment processes, irrespective of the reason.
We are also proud to be a Disability Confident Employer and have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
Job Types: Part-time, Permanent
Pay: £15.17-£16.26 per hour
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
- Administrative experience: 1 year (preferred)
Language:
Licence/Certification:
- Driving Licence (preferred)
Work Location: Hybrid remote in Exeter
