Senior Leaseholder and Customer Relations Officer

Senior Leaseholder and Customer Relations Officer

Location:

Castle Point Council Offices, Kiln Road

Salary:

£42,839 - £47,181 per annum (Grade 8 SCP 32 - 36)

Working Hours:

37 hours per week

Contract Duration:

Permanent

Number of Positions:

One

DBS Check:

Enhanced

Castlepoint Borough Council

Castle Point, Essex

Senior Leasehold and Customer Relations Officer

Full Time – 37 hours

Grade 8 – SCP Range 32-36

£42,839 - £47,181

Closing Date: 6th November 2025

Castle Point Borough Council is seeking to appoint a dedicated and compassionate Senior Leasehold and Customer Relations Officer, to deliver a resident focussed, data led, performance driven service. We’d like to hear from you if you are passionate empowering residents and shaping housing services that truly reflect their needs.

As our Senior Leasehold and Customer Relations Officer, you’ll manage a dedicated team focussed on resident engagement, customer relations and complaints resolution – ensuring our services are transparent, accountable and responsive.

Key Responsibilities

• Lead and develop a team of Customer Relations and Engagement Officers
• Champion resident involvement through Tenant & Resident Associations and community initiatives
• Oversee complex complaints and casework, ensuring timely and effective resolution
• Drive service improvements using resident feedback and Tenant Satisfaction Measures (TSM)
• Ensure compliance with housing regulations and the Regulator of Social Housing Consumer Standards.
• Represent the Council at internal and external meetings

About You

We are looking for someone who has:

• Strong leadership skills
• Brings experience in social housing, complaints handling and resident engagement
• Understands housing regulations, TSMs and local government operations
• Is confident in influencing stakeholders and driving 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.

Related Documents

• PRIVACY NOTICE FOR EMPLOYEES 2025.pdf (238kb)
• Senior Leaseholder and Customer Relations Officer .pdf (174kb)