External Relations Officer

External Relations Officer – Housing Investment Service

Fixed‑term for 6 months to cover secondment.

About Us – The Housing Investment Service is responsible for the management and delivery of responsive and cyclical maintenance, specialist & compliance works, planned improvement works and refurbishment schemes to a stock of 24,000 domestic properties, garages and associated buildings and surroundings. The service is structured around key delivery areas, with teams responsible for Responsive Repairs, Voids, Gas Servicing & Repairs, Electrical, Planned Improvements, Asbestos, H&S, Asset, Finance, Customer Engagement, Contract Support, Home Ownership and Claims.

All teams work closely together to provide a uniform and consistent service for all our customers and stakeholders. As a social landlord, we are particularly focussed on excellent customer care and support to persons living in our homes, aiming to provide the best possible customer journey/experience, and are always looking to tailor our service delivery to accommodate for individual customer needs.

Day‑to‑day responsibilities include:

• Supervision of Housing Investment and Contractors customer feedback cases (complaints) to ensure the team meets performance targets and best practice.
• Quality monitoring of complaint replies against regulation standards and best practice, and implementing training/service improvements where needed.
• Providing problem‑solving advice and decision‑making on compensation payments linked to complaints where required.
• Ensuring all stakeholders are informed about planned improvement/repair work in and around their homes and communities by developing/supervising a range of engagement activities.

This is a full‑time (37 hours) role fixed term for six months. Hybrid working arrangements (home/office) will be considered once training has been completed.

For an informal discussion about the role, please contact Tracy Pocklington, External Relations Manager  or Tra