Housing Customer Relations Officer

Castle Point Borough Council

Castle Point, UK

On-Site

Expires: Expiring in less than 2 weeks

Housing

Full time

£33,699 - £37,280 per year

Housing Customer Relations Officer

Location:

Castle Point Council Offices, Kiln Road

Salary:

£33,699 - £37,280 per annum (Grade 6 - SCP 22 - 26)

Working Hours:

37 hours per week

Contract Type:

Permanent

Number of Positions:

One

DBS Check:

Enhanced

Castle Point Borough Council - Castle Point, Essex

Housing Customer Relations Officer

Full Time – 37 hours

Grade 6 – SCP Range 22-26

£33,699 - £37,280

Closing date: Thursday 6th November 2025

Castle Point Borough Council is seeking to appoint a dedicated and compassionate Housing Customer Relations Officer, to deliver a resident focussed, data led, performance driven service. We’d like to hear from you if you are passionate about delivering exceptional customer service and driving continuous improvement in housing services. You will thrive in a dynamic environment where you skills in complaint resolution and stakeholder engagement make a real difference.

As our Housing Customer Relations Officer, you’ll lead the complaints and customer relations function within Housing Management Services. You’ll ensure statutory compliance, high-quality service delivery, and use feedback to shape future housing policies and services. You’ll be the key contact for residents, Members, MPs, and external stakeholders, managing complex complaints, Ombudsman enquiries, FOIs, and subject access requests. Your insights will help us improve tenant satisfaction and build sustainable, effective services.

Key Responsibilities

• Lead and coordinate complaints and casework across housing services

• Ensure timely, accurate responses that meet regulatory standards

• Liaise with the Housing Ombudsman and produce performance reports

• Analyse feedback and implement service improvements

• Provide expert advice on complaint resolution and regulatory compliance

• Represent the Council at internal and external meetings

About You

We are looking for someone who has:

• Strong understanding of complaints handling and customer service

• Experience in social housing or local authority settings

• Knowledge of housing regulations, TSMs, and statutory procedures

• Excellent IT skills (Microsoft Office, Outlook, Excel, PowerPoint)

• Ability to influence, negotiate, and manage change

• Full driving licence and access to transport with business insurance

Not only is this a great role for the right candidate but you also get some great benefits including:

27 days Annual leave
FREE Gym membership
Membership of the Local Government pension scheme
Eye test vouchers
Professional learning development opportunities
Staff discounts
Employee Assistance Programme

For an informal discussion regarding this role, please contact Mick Lerpiniere (Interim Head of Housing Management) at MLerpiniere@castlepoint.gov.uk

The successful applicant will be subject to an Enhanced Disclosure & Barring Service (DBS) check.

The Council is committed to the safeguarding of children and vulnerable adults, and we expect all our employees to share this commitment.

Our values: Trust, Respect, Improving and Learning, and Customer Focus

Castle Point Borough Council is an Equal Opportunities Employer.

Housing Customer Relations Officer

Housing Customer Relations Officer

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