The Role:
Are you motivated by the belief that our residents should be treated with empathy, dignity and respect and that they come foremost in our minds in our service planning and delivery? Do you have a resolution focused personality? Are you a collaborator? Do you have negotiating skills and can you coalesce people and ideas to find solutions to simple and complex problems?
If you can answer yes to these questions, then you may be the right person for this role.
Housing is currently under national focus and a triangle of regulation has been put in place to improve the services provided by social landlords. An important feature of this is complaints handling. We are required to encourage our residents to make complaints, so that we can learn from them and be able to demonstrate that learning, by putting in place corrective and proactive measures to ensure service delivery is at optimal standards.
As the post holder, you will be responsible for ensuring Southwark’s Housing Department meets these requirements. You will be responsible for developing your team, which will investigate and respond to all stage one complaints made about any Housing service. You will be responsible for identifying complaint themes, analysing the trends and recommending corrective actions to Directorates and service areas. You will be responsible for presenting monthly updates to the Housing Senior Management team. Ultimately, you will be responsible for improve how we deal with complaints and through that, improve the quality of the services we provide.
This is an exciting role and a crucial one for our journey to becoming an excellent landlord. If you’re up for this task, please submit an application by 3rd June 2024
About Southwark
We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse and growing population.
At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities. Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice and inequality) underpins all that we do.
Additional salary details
We will only consider applications from internal candidates, that are current employees or agency workers on an active assignment
JNC Benefits; This post attracts an additional JNC financial benefits package of £2,724 per annum (pro-rata April-March)
Recruitment timetable
Closing date: 03/06/2024
Interview date: 02/07/2024
Guaranteed Interview Scheme
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
SWCINT
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