1.To support the Complaints & Quality Assurance Manager in the delivery of a high-quality complaints service within the Housing department by effectively handling, reviewing and analysing complaints to drive service improvements.

2.To provide support on quality control and assurance testing of complaints and member enquiries. To review sample responses for quality of response, analyse pattern and trends in complaints, draw out lessons learnt, follow up actions and recommendations, and implement database systems to record analysis.

3.To support the quality assurance team to drive continuous improvements in quality of complaints response and resolutions. To use of learnings and lessons learnt from complaints and quality assurance process to improve customer experience with the Council.

4.To identify root cause of complaints and contribute to the development and implementation of service improvements and quality assurance initiatives that are compliant with the Council's complaints policy and Housing and Local Government Ombudsman statutory requirements.

Eden Brown Synergy is an equal opportunities employer.

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