Location
London Borough of Bromley, Bromley Civic Centre/Hybrid Working

Hours
Full-time, 36 hours per week

Salary
BR12: £43,416 - £46,952

About the Role
The Council’s Customer Relations Service is seeking to recruit a Customer Relations Officer on a fixed-term basis with specific responsibility for managing and responding to complaints about the Council’s Housing and Homelessness services. The Service handles complaints, MP enquiries, subject access requests under the Data Protection Act, and Freedom of Information (FOI) requests. It plays a central role in improving the Council’s learning from the feedback it receives.

This role focuses on complaint and MP enquiry handling for the Housing and Homelessness services. You will review complaints received, liaise with colleagues, interrogate systems, and draft appropriate responses on behalf of the Housing division. You will join an established and experienced team working in a friendly atmosphere. Attending the Civic Centre for at least 2-3 days per week, you will liaise closely with Housing colleagues, attend meetings and training sessions, and provide regular updates to the relevant Assistant Directors.

You will manage your own caseload of complaints and enquiries while working collaboratively with your colleagues. The team uses a bespoke IT system (Respond) to manage, track, and report on complaints, which you will keep updated.

Support and training will be available; however, previous relevant experience is essential due to the complexity and regulated nature of the work and the need to produce well-reasoned, legally sound responses. This role is suitable for those with experience in local government housing or a background in housing law seeking to apply their expertise in a different way.

The role requires a calm, personable, and empathetic manner, with the ability to adjust your approach when dealing with the public, Council officers, service users, Councillors, Members of Parliament, and national regulators. You will support colleagues and service users in accordance with Council policies and statutory regulations, recognising the value and impact of good customer service.

Experience
Previous relevant experience in local government housing or housing law is essential to effectively manage a busy, complex, and regulated caseload and produce legally sound responses.

About you
Calm, personable, and empathetic with excellent communication skills. Able to engage professionally with a wide range of stakeholders including the public, Council officers, service users, Councillors, MPs, and regulators. Able to work independently and as part of a team in a fast-paced environment.

Committed to delivering excellent customer service and supporting colleagues in line with Council policies and statutory regulations.

Qualifications
While specific qualifications are not detailed, a background in housing law or local government housing is highly desirable to meet the demands of this role.