Complaints & Data Officer (Gr G)
| Posting date: | 25 July 2025 |
|---|---|
| Salary: | £17.54 per hour |
| Hours: | Full time |
| Closing date: | 24 August 2025 |
| Location: | Kingston, South West London |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Nations Recruitment |
| Job type: | Contract |
| Job reference: |
Summary
Job Category : Housing
Location : Guildhall 2, Royal Borough of Kingston
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £17.54
Role purpose
The Council is focused on delivering the best possible outcomes for its communities. To do this the Council needs employees who thrive in an agile and networked organisation and who can support continuous improvement within a constructive organisational culture.
The role reports directly to the Housing Register and Rehousing Manager, responsible for the collation of data and statistics required by Accommodation Services and respond to complaints from households in temporary accommodation and other stakeholders (members, Councillors, etc..)To lead on Freedom of Information enquiries and responses to data requests from other relevant parties, as appropriate. To collate and run reports for the Accommodation Services using appropriate ICT data software.
Key activities
Performance
● Works with manager and colleagues to define outcomes, set targets and monitor performance, within a culture of continual improvement
● Supports operational plans to ensure that the resources within the teams are used to best effect and impact
Customers and Partners
● Builds strong internal and external working partnerships to enable the service to be delivered in an outcome-focused and efficient way
● Supports Kingston’s commitment to community cohesion and valuing diversity and social inclusion
Digital/New Ways of Working
● Uses new technologies, particularly Google, to adopt modern, agile working practices, improve customer service and eliminating paper-based processes wherever possible.
Delivery
● To respond to complaints from members of the public and households in temporary accommodation within agreed corporate deadlines.
● To assist the Accommodation Services team managers and colleagues in responding to complaints from Members, Councillors, advocates and other authorised third parties.
● To provide data and statistics for Accommodation Services, this will include (but not limited to) weekly, monthly, quarterly and annual reports.
● To employ data analysis techniques to present data reports when required. ● To lead on requests under the Freedom of Information Act and other relevant legislation when required.
● To run and provide reports for the Accommodation Service when requested ● To be the point of contact for all data related enquiries for Accommodation Services
● To participate in project work as and when required.
Equality and Diversity
● Embeds equity, equality, fairness and diversity into all aspects of team working and service delivery
The person
In order to successfully deliver the responsibilities of the role, you will need to: ● Question and challenge ways of working, with an understanding of the bigger picture in terms of the corporate context and external environment
● Demonstrate agility and adaptability in mindset and ways of working ● Work successfully with key stakeholders within and outside of the Council ● Demonstrate commitment to own personal and professional development to meet the changing demands of the role
● Demonstrate innovation and creativity
● Actively engage in positive cross organisational communications and team working ● Communicate clearly, confidently and appropriately with colleagues using the best methods of communication for the task.
Our Values
Becoming an enabling council is a key principle that runs through our organisational development and is embedded in everything we do. Underpinning these priorities are the following values:
● Supportive of trying new ideas, with the courage to change direction.
● Transparent and connected in all that we think, say and do.
● Appreciative of each other, recognising and celebrating success.
● Respectful of difference and valuing diversity.
Location : Guildhall 2, Royal Borough of Kingston
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £17.54
Role purpose
The Council is focused on delivering the best possible outcomes for its communities. To do this the Council needs employees who thrive in an agile and networked organisation and who can support continuous improvement within a constructive organisational culture.
The role reports directly to the Housing Register and Rehousing Manager, responsible for the collation of data and statistics required by Accommodation Services and respond to complaints from households in temporary accommodation and other stakeholders (members, Councillors, etc..)To lead on Freedom of Information enquiries and responses to data requests from other relevant parties, as appropriate. To collate and run reports for the Accommodation Services using appropriate ICT data software.
Key activities
Performance
● Works with manager and colleagues to define outcomes, set targets and monitor performance, within a culture of continual improvement
● Supports operational plans to ensure that the resources within the teams are used to best effect and impact
Customers and Partners
● Builds strong internal and external working partnerships to enable the service to be delivered in an outcome-focused and efficient way
● Supports Kingston’s commitment to community cohesion and valuing diversity and social inclusion
Digital/New Ways of Working
● Uses new technologies, particularly Google, to adopt modern, agile working practices, improve customer service and eliminating paper-based processes wherever possible.
Delivery
● To respond to complaints from members of the public and households in temporary accommodation within agreed corporate deadlines.
● To assist the Accommodation Services team managers and colleagues in responding to complaints from Members, Councillors, advocates and other authorised third parties.
● To provide data and statistics for Accommodation Services, this will include (but not limited to) weekly, monthly, quarterly and annual reports.
● To employ data analysis techniques to present data reports when required. ● To lead on requests under the Freedom of Information Act and other relevant legislation when required.
● To run and provide reports for the Accommodation Service when requested ● To be the point of contact for all data related enquiries for Accommodation Services
● To participate in project work as and when required.
Equality and Diversity
● Embeds equity, equality, fairness and diversity into all aspects of team working and service delivery
The person
In order to successfully deliver the responsibilities of the role, you will need to: ● Question and challenge ways of working, with an understanding of the bigger picture in terms of the corporate context and external environment
● Demonstrate agility and adaptability in mindset and ways of working ● Work successfully with key stakeholders within and outside of the Council ● Demonstrate commitment to own personal and professional development to meet the changing demands of the role
● Demonstrate innovation and creativity
● Actively engage in positive cross organisational communications and team working ● Communicate clearly, confidently and appropriately with colleagues using the best methods of communication for the task.
Our Values
Becoming an enabling council is a key principle that runs through our organisational development and is embedded in everything we do. Underpinning these priorities are the following values:
● Supportive of trying new ideas, with the courage to change direction.
● Transparent and connected in all that we think, say and do.
● Appreciative of each other, recognising and celebrating success.
● Respectful of difference and valuing diversity.