Job Details

Job expired

Job Title: Member and Resident's Services Officer
Category: Office Date Posted: 03/01/2020
Location: Croydon Expiry Date: 31/01/2020
Salary: £16.81 Contact Name: Emma Murray
Job Code: EM-MRSO-CR2020 Contact Email:

Member & Residents Services Officer


Temporary Contract

£16.81 per hour

Within this role you will be responsible for assisting with investigating, resolving and responding to formal and informal complaints and enquiries regarding the service delivered by the Responsive Repairs Section, and for helping to develop and maintain a system for producing comprehensive management information about enquiries and complaints to Responsive Repairs.

The role will suit someone with both a repairs background, an understanding of social housing and someone who has experience dealing with formal complaints (stage1/2 member’s enquiries). The candidate should have exceptional analytical skills in order to investigate complaints with resilience and confidence. Ideally must have a local authority background and understand the political environment (understand the role of members) surrounding complaints – i.e be able to suggest alternative solutions to demonstrate professionalism. Must also be able to demonstrate knowledge of public sector complaints procedures.


  • Good working knowledge of a social housing repairs and maintenance service
  • Good working knowledge of elected members, members of parliament and the ombudsman.
  • Knowledge of public sector complaints procedures
  • Strong written skills and experience of using own information gathered from investigations to compose clear and detailed responses to complex residents/customer complaints.
  • Strong oral communications skills and the ability to deal patiently and sensitively with complaints on the telephone
  • Ability to demonstrate resilience when facing contradicting priorities or demanding workloads.
  • Ability to work independently with little supervision.
  • Ability to work with and question colleagues at all levels, when information provided is unclear or incorrect.
  • Ability to work under pressure to complete a variety of tasks meeting deadlines.

Headstart Employment is an Equal Opportunity Employer