Customer Care Officer

You will be responsible for a range of tasks including; customer and business support, tenant liaison, requiring an adaptable approach and a keen eye for detail to ensure that you are able to fulfil the diversity of the role and ensure issues are dealt with promptly.

You will be responsible for investigating and resolving service complaints from tenants, leaseholders, elected members, MP's and contractors. You will meet, liaise and consult with tenants, leaseholders, other agencies, contractors, elected members and interested parties to support the repair and void service. You will be responsible for ensuring that all enquiries are responded to within the agreed timescales as referenced in the Housing Ombudsman complaint handling code (2024) and will aim to positively resolve issues and complaints providing advice and information as required., The team promote and follow a positive complaints handling culture, allowing a customer focused attitude and acting on the behalf of our tenants to find a positive resolution. You will be responsible for ensuring that new ways of working are implemented to ensure feed back from tenants is fed into service delivery.

You will need to be enthusiastic and self-motivated, with the ability to operate effectively as a member of a team, and also be able to undertake lone working, accurately following working procedures, but also using own initiative to breakdown problems, ask the right questions and the courage to take the appropriate action.

You will be a Customer Care Champion and will organise and deliver training and investigate and promote good practice to ensure the continual service improvement.

Wigan Council has been voted 'Overall Council of the Year' at the APSE (Association for Public Service Excellence) Awards. We are signed up to the Greater Manchester Continuous Service Commitment ensuring that your service will be continuous or 'unbroken' between the supporting organisations.

Salary: Grade 5, £19,761 - £21,867 per annum. £12.80 - £14.16 per hour