Complaints Administrative Assistant

Complaints Officer x 1 Secondment

Complaints Officer x 2 Permanent

The Repairs and Investment Service is responsible for planning and delivering repairs to the Royal Borough of Greenwich’s housing stock. The aim of the Service is to improve the quality of life for Residents through the provision of decent well-maintained homes and communal areas.

The R&I Complaints Team, records, monitors and responds to all complaints and representations received in relation to this Council function, promoting a strong customer focus and service improvement ethos. The Complaints Team works closely with the Chief Executive’s Office, Director’s Office, operational colleagues, and the Housing Ombudsman.

We are looking for someone with experience of working within a complaints team. You will need to have the ability to work using your own initiative, work to tight deadlines and have a pro-active approach to resolving issues. The post holder will need to have the ability to identify complaints and concerns, be able to look for solutions and recognise lessons learned. The successful candidate will have exceptional verbal and written communication skills. Whilst experience of data input and the use of databases is preferred, excellent IT skills and a customer focused approach are essential. You will be committed to delivering a quality customer focused service to a consistently high standard.

For an informal discussion about this opportunity, please contact Priscilla John ; Priscilla.John@royalgreenwich.gov.uk .

Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.

High Volume Applications: Royal Borough of Greenwich reserves the right to close any vacancy earlier than the advertised closing date should there be a high volume of applications received.

Advert Close: All vacancies close at midnight unless otherwise stated.

Secondment (development opportunity): This secondment is an employee development opportunity and therefore is open to applications from existing RBG employees only. Appointment to a secondment opportunity is subject to the agreement of your Chief Officer to be released from your permanent/substantive post.

How Applications are Scored: Each application is scored according to how well the supporting statement addresses each point on the Person Specification for the role. Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert. When completing your application, please use the supporting statement section to tell us how you meet each of the points on the Person Specification. We need to have this information in order to consider your application.

Internal Only Advert: This vacancy is being advertised internally only – this means it is only open to applications from existing employees, agency workers, apprentices and GSP/GSS employees.

Interview Arrangements: During this time, our priority for all of our recruitment activity is to make sure our applicants, hiring departments and new starters are informed, safe and supported. Careful and thorough consideration will be given to interview arrangements and for any essential in-person recruitment, we will ensure this is held in a suitable, secure setting with additional arrangements to ensure any current safety requirements are fully adhered to.

Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.

Our Staff Values: Our Staff Values are important to us. Candidates will be continuously assessed against our staff values throughout the recruitment process. Where candidates demonstrate views and behaviours that do not meet the standards of our staff values, we reserve the right to reject their application/ registration.