Part Time / FTC
Salary: up to £35K (FTE) (pro-rata) per annum (depending on experience)
Located: Stockwell, London, SW9
About SW9 Community Housing
SW9 Community Housing is a resident-led, community-based social housing charity, delivering housing management and maintenance services for approximately 1,800 homes, as well as several commercial and community buildings, in the Stockwell and Brixton areas. We operate on behalf of Sovereign Network Group (SNG), a member of the G15 group of housing associations. Our approach is rooted in local engagement and a deep commitment to delivering high-quality, people-centred services that reflect the needs and aspirations of our community.
About the role:
The role is a pivotal role within SW9 Community Housing. The Complaints Administrator will support the effective resolution of customer complaints by coordinating communication, tracking progress, and ensuring timely responses in line with organisational policies and service standards. The role focuses on delivering a positive customer experience, maintaining accurate records, and working collaboratively with internal teams to drive continuous improvement and reduce complaint escalation.
Why join us?
We are committed to delivering an outstanding customer experience. By joining our team, you’ll contribute to a fair and resolution-driven service that meets the needs of diverse communities
About you:
Experience, Knowledge & Skills
- Experience of working in social housing or local authority is desirable
- Experience managing formal complaints processes within housing, or a similar public-facing environment
- An enthusiastic individual with a passion for people and customer service
- Someone who is driven and can work on their own initiative and works well as part of a team
- Excellent administrative skills to manage a diverse workload
- Confidence using Excel to track, monitor and report on case progression
- An enthusiastic individual with a passion for people and customer service
- Someone who is driven and can work on their own initiative and works well as part of a team
- Excellent administrative skills to manage a diverse workload
- Confidence using Excel to track, monitor and report on case progression
- Excellent analytical skills to identify a range of issues from information gathered
- Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility A calm and organised approach to handling sensitive or challenging issues
- Strong verbal communication skills and the ability to adapt this approach for different audiences.
Who we are:
- A group of people who demonstrate integrity, respect, and teamwork
- A group of people with passion, drive, and the courage to be different
- A group of people committed to doing the right thing.
Our values define who we are. They are the fundamental beliefs of our social purpose. They guide our actions and behaviour. They influence the way we work as a team – and the way we serve our customers and engage with our stakeholders.
Every day, each one of us makes choices and decisions that directly affect the way we experience each other and the way our customers and stakeholders experience us. Our values give us confidence that we are using the same principles to help us make these decisions throughout our organisation.
SW9 works hard to acknowledge and celebrate individuals and teams within our organisation who consistently live our values and bring our purpose to life through their everyday behaviour, which in turn has a positive impact on our customers, community and stakeholders.
We want people who are energetic, flexible, passionate, forward thinking/innovative and creative. If you think you are the best person to help us create an even better service for our stakeholders, we want to hear from you.
Benefits:
When you work at SW9, you are directly impacting on the lives of our residents. In return for your energy, innovation, and commitment, we offer:
- Competitive salary
- A defined contribution Pensions Scheme (employer 5 % up to 8%)
- 5 x annual salary life assurance cover
- 27 days annual leave entitlement
- Interest-free loans (including season ticket loan, Cycle-to-Work scheme, rent deposit loan)
- Medicash Health assured with various benefits:
o Dental Care
o Optical Care
o Employee assistance programme
o Gym membership discount
How to Apply:
Please read the Role Profile for full details of the role and apply by sending your updated CV, together with a supporting statement demonstrating how you meet the person specification. You should return your application to recruitment@SW9.org.uk, ensuring you quote the Reference Number and Job Title. Please ensure you read the Guidance Notes for candidates prior to submitting your application.
Additional Recruitment Information:
We do value every application we receive. However, due to the volume of applications we receive we are unable to acknowledge each application. We will only reply to those who have been shortlisted for interview. If you have not received a reply within two weeks of the closing date, regrettably your application was unsuccessful.
If you want to find out more about us at SW9 you can do so at:
https://www.sw9.org.uk/about-us/