Job Description

Essex County Council are delighted to be advertising the role of on behalf of Castle Point Borough Council. To see full job advert and apply, please click .
Castle Point Borough Council - Castle Point, Essex
Housing Customer Relations Officer
Full Time - 37 hours
Grade 6 - SCP Range 22-26
33,699 - 37,280
Closing date: Thursday 6th November 2025
Castle Point Borough Council is seeking to appoint a dedicated and compassionate Housing Customer Relations Officer, to deliver a resident focussed, data led, performance driven service. We'd like to hear from you if you are passionate about delivering exceptional customer service and driving continuous improvement in housing services. You will thrive in a dynamic environment where you skills in complaint resolution and stakeholder engagement make a real difference.
As our Housing Customer Relations Officer, you'll lead the complaints and customer relations function within Housing Management Services. You'll ensure statutory compliance, high-quality service delivery, and use feedback to shape future housing policies and services. You'll be the key contact for residents, Members, MPs, and external stakeholders, managing complex complaints, Ombudsman enquiries, FOIs, and subject access requests. Your insights will help us improve tenant satisfaction and build sustainable, effective services.
Key Responsibilities

• Lead and coordinate complaints and casework across housing services
• Ensure timely, accurate responses that meet regulatory standards
• Liaise with the Housing Ombudsman and produce performance reports
• Analyse feedback and implement service improvements
• Provide expert advice on complaint resolution and regulatory compliance
• Represent the Council at internal and external meetings

About You
We are looking for someone who has:

• Strong understanding of complaints handling and customer service
• Experience in social housing or local authority settings
• Knowledge of housing regulations, TSMs, and statutory procedures
• Excellent IT skills (Microsoft Office, Outlook, Excel, PowerPoint)
• Ability to influence, negotiate, and manage change
• Full driving licence and access to transport with business insurance

Not only is this a great role for the right candidate but you also get some great benefits including:

• 27 days Annual leave
• FREE Gym membership
• Membership of the Local Government pension scheme
• Eye test vouchers
• Professional learning development opportunities
• Staff discounts
• Employee Assistance Programme

For an informal discussion regarding this role, please contact Mick Lerpiniere (Interim Head of Housing Management) at MLerpiniere@castlepoint.gov.uk
The successful applicant will be subject to an Enhanced Disclosure & Barring Service (DBS) check.
The Council is committed to the safeguarding of children and vulnerable adults, and we expect all our employees to share this commitment.
Our values: Trust, Respect, Improving and Learning, and Customer Focus
Castle Point Borough Council is an Equal Opportunities Employer.
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: This role is being advertised on behalf of Castle Point Borough Council therefore all applications must be submitted via the Castle Point Borough Council . Please note any applications submitted via the Working for Essex 'apply' button will be advised to reapply via the Castle Point Borough Council .
Please click the link to apply .

Skills Required