Customer Feedback Officer (Housing Services) – EAL12962
Job Description
Customer Feedback Officer (Housing Services) – EAL12962
Applications will be accepted from those wishing to be considered for this role on a part-time basis.
Housing Services are looking for a motivated and highly organised Customer Feedback Officer to join our Housing Strategy, Policy and Performance team.
This is an exciting opportunity to play a key role in ensuring customer voices are heard and used to shape and improve housing services. You will coordinate and investigate complaints, manage Freedom of Information and Environmental Information Regulation requests, support Subject Access Requests, and work closely with colleagues to identify learning opportunities that improve services for tenants and customers.
Home / Hybrid Working Consideration
Applications for home or hybrid working will be considered for this post in accordance with East Lothian Council’s Home Working and Worksmart Policies which can be found
here. Home or Hybrid working options can be discussed with candidates invited for interview.
Please Note:
All home/hybrid workers must live in the UK. Where an application for home-working is supported, it will be subject to a satisfactory trial period. Employees will be expected to attend Council offices for the duration of induction, and be on site in East Lothian workplaces, as required. Employees with a hybrid working arrangement in place will be office based and able to work from home, with permission, on an ad hoc basis.
Contribute on a day-to-day basis to customer, elected member and MSP feedback for the Housing services.
Coordinate Freedom of Information responses pertaining to Housing Service, ensuring best practice is maintained and that any statutory responsibilities are met.
Provide responsive and efficient Customer Feedback, Insurance & Claims information, Freedom of Information/Environmental Information Regulations (FOI/EIR) and Subject Access Requests (SAR) handling for Housing Services.
Develop, implement, monitor and maintain accurate records and systems and ensure response targets are met.
Analyse enquiries and complaints to establish patterns and identify areas for training, performance improvement and education.
The ‘East Lothian Way’ – values and behaviours we expect our employees to demonstrate in their everyday work. Should you be invited to interview, you may be asked questions based on these behaviours. Please refer to the document via the link to familiarise yourself with them.
Job Requirements
Educated to HND or SVQ Level 4 in Business Administration or other relevant discipline and/or able to demonstrate equivalent knowledge, skills and competencies gained through relevant experience.
Evidence of commitment to Continual Professional Development
Level 1 Disclosure Clearance
Level 1 Disclosure Clearance to allow access to the Public Sector Network. ELC will submit a Police Act Disclosure application on behalf of the preferred candidate and receipt of the subsequent certificate will be required prior to commencement.
If you have spent more than 3 months working or living out with the UK in the last 5 years then you will also be required to present a copy of an overseas criminal record check.
