Complaints & Governance Assistant

About The Role

Are you organised, methodical and a proactive problem solver looking who enjoys working in a fast paced environment? Do you enjoy problem solving, working with people, and producing high quality work that really matters? If so, we have a fantastic opportunity for you! We’re looking for a confident, proactive Complaints & Governance Assistant to join our high-performing, friendly team — a perfect opportunity for someone early in their career (including graduates) who wants to build skills in governance, compliance, resident experience, and organisational improvement.

You’ll play a key part in two vital areas of our organisation: supporting the smooth and timely handling of resident complaints by coordinating casework, gathering information, producing clear and empathic responses, and helping the organisation learn from feedback. Working closely with the Complaints Manager, you’ll assist with monitoring performance, identifying themes and root causes, and ensuring our processes meet the Housing Ombudsman Code and relevant Consumer Standards.

Alongside this, you’ll provide essential governance and company secretarial support across our annual Board and Committee cycle. This includes coordinating meetings, maintaining action and attendance records, supporting Board appraisal and declarations of interest processes, and helping ensure high quality governance administration. You’ll work with colleagues at all levels, gaining valuable exposure to senior leadership and the operation of an effective governance framework.

We are looking for someone who will thrive on our values of Ownership, Innovation, Teamwork and Inclusion and incorporate them in their working day. You will need experience of providing a professional, response and positive complaints and feedback service to residents, ensuring an empathetic approach at the first point of contact. Experience in an administrative function, including collating, recording and administering information and data from multiple sources is also required for this role.

Ideally you will have Housing sector experience and an understanding of Housing Consumer Standards/Housing Ombudsman Code.

You will be educated to GSCE or equivalent and have the ability to work with and influence colleagues at all levels. We are looking for someone with excellent planning and organisation skills, as well as exceptional written, listening and verbal communication skills with an empathetic approach to dealing with our residents.

You will need to have a flexible approach to work, as some out of hours work may be required to support the complaints procedure as required.

• Analytical, calm and organised
• Motivated, quick to learn and confident handling information
• Professional and displays discretion and integrity, capable of handling sensitive information
• A strong communicator with excellent written skills
• Empathetic and confident engaging with residents
• Able to manage multiple priorities with accuracy and composure
• Interested in governance, compliance, regulation or service improvement
• Motivated by our values of Ownership, Innovation, Teamwork and Inclusion

Whether you already have relevant experience — or strong transferrable skills — we’ll support your development every step of the way.

Housing Solutions is a not for profit Housing Association, rooted in the local community providing quality, affordable homes to rent and buy across the local area. Our mission is to make our residents proud of where they live and our colleagues proud of where they work. Our services are driven by our strategic goals of safe, satisfied and sustainable, underpinned by our company values of ownership, innovation, teamwork and inclusion.

Established in 1995 we provide quality, affordable homes to rent and buy across the South East of England. We are rooted in the local community and we offer a wide range of housing services and housing options, including affordable homes to rent, properties to buy under shared ownership; market rent properties, and specialist accommodation for older people and people who need care and support to live within the…