Tenant Resolution Officer

Team: Housing Initiatives – Tenant Resolution Officer

Job Family: Advising – CBG8
Salary: £31,022 - £33,851 annum pro rata
Hours: Full-time 37 hours per week

Base Location: Hybrid - Working from home and any Council offices, including Priory House, Shefford. You will be expected to attend an office location monthly, and as needed to carry out your role.

Contract Type: 12 months Fixed Term/Secondment
Closing Date: 10th October 2025
Interview Date: Week commencing 20th October 2025

Help us shape the future of Housing in Central Bedfordshire

At Central Bedfordshire Council, we already manage over 5,500 homes – and we’re on track to manage 10,000 by 2040. As part of our ongoing transformation journey, we’re investing in better homes, better services, and better experiences for our tenants.

From tackling sustainability and decarbonisation to regeneration and growth, our Housing Service is changing fast – and we’re placing ourresidents at the heart of everything we do.

We’re looking for a Tenant Resolution Officer to help us listen, learn, and lead the way in delivering exceptional customer care.

About the Role

As a Tenant Resolution Officer, you’ll play a vital role in shaping how we respond to and learn from customer feedback and complaints. You'll work closely with teams across Housing to ensure that every piece of feedback leads to real improvement.

In this role, you’ll:

• Support the Housing Service in delivering a fast, fair, and consistent complaints process
• Log and monitor customer feedback using our database for analysis and insights
• Quality check outgoing communications to ensure clarity and professionalism
• Highlight trends and support Housing managers with meaningful customer insight
• Respond to Freedom of Information (FOI) requests
• Collaborate with our communications team on social media posts and customer engagement
• Assist in planning and delivering business changes that enhance the customer experience
• Monitor KPIs and help the team meet performance goals

About you

We’re looking for a motivated, friendly, and organised individual who thrives on making a difference. You’ll be working in a busy environment that requires great communication skills and a strong focus on service excellence.

You’ll have:

• Experience in a regulated sector like housing, local government, health or education
• Solid complaint-handling skills and the ability to support others through change
• Familiarity with the Housing Ombudsman Code and its requirements
• A passion for customer care and improving services
• Excellent written and verbal communication skills
• Confidence using data to inform service improvements and decision-making

This is more than a job — it’s a chance to shape the future of social housing our forward-thinking local authority. You’ll be part of a team that values collaboration, integrity, and innovation, with access to:

If you're ready to bring your passion for customer care to a team that’s building better homes, better services, and better communities – we want to hear from you.

For an informal discussion about this position, please contact: Jayne Simpson at Jayne.simpson@centralbedfordshire.gov.uk or call 0300 300 6566

For queries related to the recruitment of this vacancy, please contact: The Recruitment Team at recruitment@centralbedfordshire.gov.uk  

Central Bedfordshire Council is an equal opportunities employer. We welcome enquiries from everyone and value diversity in the workplace. We are a Disability Confident employer, we are working to become a Disability Confident leader in our community.

To maintain a fair and consistent approach for applicants, it is Central Bedfordshire Council's policy to only consider applications made via our online application system and we therefore thank you for not submitting your application offline. If you do not have a CV to hand, please look on our website for a CV template that you can use to create your CV to apply for this role. http://www.centralbedfordshire.gov.uk/jobs/work-here/application.aspx