Are you passionate about making a real difference for people?
We have an exciting opportunity for a dynamic and driven individual to join our Housing and Community Services team at Braintree District Council as a Complaints and Reviews Coordinator for a fixed term period of two years.
This is a key position within the service, responsible for managing complaints and statutory reviews under section 202 of the Housing Act 1996 for homelessness decisions, as well as reviews of housing register decisions in line with the Allocations Policy. But this role is more than the legislation and letters alone, this is about putting people at the heart of everything we do.
You will take ownership of the entire process from investigation to coordination and quality assurance, ensuring that every complaint and review leads to meaningful leaning and service improvement.
In this pivotal role, you will:
- Lead statutory reviews under section 202 of the Housing Act 1996 for homelessness decisions and housing register reviews in line with our Allocations Policy.
- Handle high-profile enquiries from MPs and elected members, delivering timely, accurate, and customer-focused responses.
- Challenge and influence senior managers, driving a culture of accountability and continuous improvement.
- Embed learning from complaints and reviews into our quality assurance framework, ensuring feedback loops result in better outcomes for residents.
We are looking for someone who is proactive and people focused, with a passion for delivering excellent customer service. You will be a highly motivated and organised individual with strong analytical and communication skills.
You will have experience of complaint handling and be confident in interpreting complex legislation including an understanding of homelessness and housing allocations legislation, and be a natural collaborator who can work across teams ad with legal representatives to make sure lessons learned lead to real change.
If you thrive in a challenging, fast-paced environment and want to make a tangible impact on the lives of our residents, we’d love to hear from you.
Why choose Braintree District Council?
Braintree is an ambitious and dynamic Council and is becoming one of the fastest growing Districts in the East of England with three growing towns, London just 45 minutes away and the District located directly between the international transport centres of Stansted Airport and Harwich and Felixstowe International Ports. We have a deserved track record for delivering and a strong reputation within the business community.
Braintree District Council is a great place to work. We pride ourselves on our creative and innovative approach, which is led by our employees, and are committed to having an engaged workforce who understand our strategy and how they can help deliver it. Our people see the difference they make and how the work they do actively contributes to and encourages positive change in the local community.
We also offer some great benefits, including:
- Flexible working
- Hybrid working arrangements are available in this role (home/office based with a minimum of two days in the office per week) subject to business need
- Local government pension scheme
- Learning and development for all employees
- Employee discounts at local businesses
- Employee recognition schemes
- Extensive health and wellbeing programmes, including discounted gym membership
For more information, please see the Job Profile.
For an informal chat about the role, please contact Carly Jones or Becca Collins on 01376 552525.
To apply, click Apply online.
Closing date for receipt of completed applications: Midnight on Sunday 11th January 2026.
Interviews will be held on Thursday 22nd January 2026.
