barcud
Job Description Service Improvement and Complaints Officer
All criteria are Essential unless indicated otherwise
Reports to: Head of Engagement and Partnerships
Responsible for: None
Overall Job Purpose: To lead and manage the organisations service improvement and complaints work. The role is responsible for ensuring that complaints are handled fairly, consistently, and in accordance with organisational policies, the Public Services Ombudsman for Wales principles, and relevant Welsh housing legislation.
The postholder will promote a culture of learning from complaints across the organisation. This will support continuous improvement in service delivery, enhance customer satisfaction, and contribute to stronger organisational performance.
Key Responsibilities –
Complaints Management
• Lead the organisation's complaints handling function and ensure compliance with the Complaints Policy and relevant regulatory requirements.
Oversee the investigation and resolution of complex, high-risk, and sensitive complaints that could involve more than one department.
Ensure complaints are acknowledged, investigated, and responded to within agreed timescales.
• Provide advice and guidance to managers and colleagues on complaint handling and resolution.
Maintain accurate records of complaints, outcomes, lessons learned, and service improvements.
Performance and Reporting
Analyse complaints data and trends to identify recurring themes, risks, and opportunities for improvement.
Produce regular performance reports for Leadership and relevant committees.
Submit data returns to the Welsh Givernemnt and other bodies on a quarterly and annual basis as required.
Develop and monitor key performance indicators relating to complaints handling and customer satisfaction.
• Benchmark organisational performance against sector best practice.
Operational Improvement
Promote a positive complaints culture that values customer feedback as an opportunity for learning.
Work collaboratively with Heads of Service to implement recommendations and service improvements arising from complaints.
• Monitor the effectiveness of actions taken and evaluate outcomes.
Support the development of tenant engagement initiatives to improve service delivery.
Corporate
Foster a culture of accountability, transparency, and continuous improvement.
• Support organisational change initiatives aimed at enhancing customer experience.
Demonstrate commitment to equality, diversity, inclusion, belonging and Welsh language standards.
• Comply with all health and safety requirements.
• Uphold the organisation's values and behaviours.
• Undertake any other duties commensurate with the level of the post
Stakeholder Management
Build effective relationships with tenants, tenant groups, advocacy organisations, regulators, and external agencies.
Represent the organisation at meetings relating to complaints, customer experience, and service improvement.
Communicate effectively with customers, particularly in complex or sensitive situations.
Personal Specification
Service Improvement and Complaints Manager
Person specification details the experience and skills for the position of Service Improvement and Complaints Manager. All skills and experience are essential except where explicitly indicated to be desirable (D).
Qualifications
• Educated to degree level or equivalent professional experience.
Evidence of continuing professional development in complaints management, customer services, governance, housing, or a related discipline.
Knowledge
• Knowledge of the Welsh housing sector and the challenges facing social housing providers. (D)
• Understanding of complaints handling principles and best practice.
Knowledge of the Public Services Ombudsman for Wales complaints process and standards.(D)
• Understanding of regulatory and governance requirements within social housing.(D)
Knowledge of data protection, confidentiality, and information governance requirements.
Experience
Significant experience managing complaints, customer feedback, investigations, or service improvement programmes.
Experience conducting complex investigations and producing detailed reports.
• Experience analysing performance data and presenting findings.
Experience developing and implementing service improvements based on customer feedback.
• Experience managing competing priorities and meeting strict deadlines.
• Experience working with senior managers and external stakeholders.
• Experience working within a Welsh housing association, local authority, or regulated social housing provider (D).
Skills
• Excellent investigation, analytical, and problem-solving skills.
Strong written communication skills, including report writing and formal correspondence.
• Excellent verbal communication and interpersonal skills.
• Ability to handle sensitive and challenging situations with professionalism and empathy.
• Strong organisational and project management skills.
Ability to influence and challenge constructively at all levels of the organisation.
• Ability to interpret policies, procedures, and legislation.
Ability to communicate through the medium of Welsh or be willing to learn to ALTE level 3 (D).
Personal Attributes
• Commitment to customer-focused service delivery.
• Integrity, fairness, and sound judgement.
• Resilience and ability to remain calm under pressure.
• High levels of professionalism and confidentiality.
• Commitment to continuous improvement and organisational learning.