Complaints Officer (Housing)

This is an exciting opportunity to take ownership of a varied and meaningful role, handling complex cases, influencing service improvements, and helping shape better outcomes for our communities. You’ll work closely with colleagues, partners and senior stakeholders, using your skills to resolve issues, drive positive change, and deliver a high‑quality customer experience every time.

About the role

The Complaints Officer plays a key role in making sure housing complaints from tenants and leaseholders are handled fairly, quickly and in line with required standards. The aim is to resolve issues, improve services, and ensure residents feel heard and supported throughout the process.

Who we’re looking for

We are looking for someone organised, fair and confident, with a strong focus on achieving positive outcomes for residents.

• Experience handling complaints, ideally in housing or a local authority setting
• Strong writing and communication skills, including handling sensitive conversations
• The ability to manage a busy workload and meet deadlines
• Good judgement, attention to detail and a fair approach to decision making
• Confidence using systems and data to track performance and identify improvements
• A proactive mindset, with the ability to build strong working relationships and drive service improvements

What we offer

When you join us your expertise, skills and experience will be valued, and your career development will be our priority.

We are committed to creating a collaborative and innovative environment which empowers you to thrive. You will be part of a friendly, supportive One Team culture with the chance to make a real difference.

We use Viva Engage to keep you connected and engaged and we hold regular face to face meetings, such as Chief Executive briefings to keep you in the loop.

We are conveniently located close to Oxted Station and have some on-site parking.

In addition to the stated pay, we offer membership and contributions towards the Local Government Pension Scheme, flexible working (giving you the opportunity to work from home for up to three days a week), flexi-time, payment of a relevant professional subscription and access to a discounted health scheme.

Please visit our website for more information about working for us www.tandridge.gov.uk/jobs and download our Working for Tandridge guide.

Diversity statement

At Tandridge District Council, we pride ourselves on maintaining an inclusive workplace, ensuring equality, fairness, and inclusion is at the heart of everything we do and good practice is embedded in the Council’s culture and services.

We welcome applications from all sectors of our community, including BAME, LGBTQ+ and all groups protected under the Equality Act.

Tandridge is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment.

Want to know more?

If this sounds like your kind of challenge and you want to be part of our friendly and supportive team, we’d love to hear from you.

If you’d like to find out more, please read our role profile and specification, or for an informal discussion about the role, please e-mail Melanie Davis at mdavis@tandridge.gov.uk

Local Government Reorganisation

The government is reorganising local councils in Surrey. The current two-tier system where services are split between Surrey County Council and district or borough councils, will be replaced by two new unitary councils - East Surrey Council and West Surrey Council.

East Surrey Council will cover Elmbridge, Epsom & Ewell, Mole Valley, Reigate & Banstead and Tandridge District managing all local services, including housing, planning, waste, education, roads and social care.

Although this may lead to some uncertainty for anyone considering a role with us, we need to continue to provide services.

When the new councils are created in April 2027, most staff will transfer to the new council on their current terms and conditions. Being part of a larger organisation may offer additional opportunities for career development and variety.

The majority of the roles we currently have will still be needed whether that is for planning, housing, recycling and waste, finance, IT, HR etc. Find out more about what local government reorganisation means for us

Find out more about what local government reorganisation means for us.

The use of Artificial Intelligence (AI)

We understand that some applicants may use AI tools to assist with preparing their applications.

All submitted information, whether supported by AI or not, must accurately reflect the applicant’s own skills, experience and qualifications.

Recruitment decisions will be based on how well applicants demonstrate these attributes during the interview and selection process.