Job Description

Job Title: Housing Insight & Service Improvement Officer - Planning

Location: Waltham Forest (Remote)

Rate of Pay: 22 P/H (Umbrella)

We are recruiting for a Complaints & Enquiries Officers to join the Housing Assets team at Waltham Forest Council, where you will be responsible for managing complaints and enquiries, ensuring high-quality responses, and driving service improvements.

Main Duties:

• Produce timely, accurate, and high-quality written responses to complaints and enquiries from residents, council members, and MPs.
• Identify insights from feedback to drive service improvements and ensure compliance with quality-assurance processes.
• Handle high-volume customer correspondence and resolve complaints, working within a regulated compliance framework.
• Strong written communication, organisational skills, and the ability to work to tight deadlines, with housing experience desirable but not essential.

The Candidate Will Have:

• Experience in handling high-volume customer correspondence.
• Excellent written communication and organisational skills.
• Ability to work under tight deadlines and manage multiple tasks.
• Strong understanding of compliance frameworks (housing experience desirable but not essential).

For more information, please contact Olivia at (phone number removed), or email