Complaints and Reviews Coordinator

Hybrid in Braintree·Full-time·Added yesterday (last checked 13 Nov)

Braintree Council

5 open roles

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Our summary

Salary: £42,504 - £47,001 a year
About £2,840 - £3,110 a month after tax.
Work mode: Hybrid, Braintree
Contract: Full-time
Closing date: Apply by Sunday 29 November

Skills

Requirements

What we're looking for

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 confidence in interpreting complex legislation including an understanding of homelessness and housing allocations legislation and be a natural collaborator who can work across teams and 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 would love to hear from you.

The role

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 in the role of Complaints and Reviews Coordinator.

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 legislation and letters alone, it 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 learning and service improvement.

What you'll do

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.

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) 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.

To apply, click Apply online below.

Closing date for receipt of completed applications is midnight on Sunday 29th November 2026

Interviews will be held from 10th December 2026