Tenant Resolution Co-ordinator x 3 - Basildon BC

Basildon Borough Council

Temporary, Full Time

£200 per day umbrella

Location: Basildon

Closing Date: 22nd April 2026

Essex County Council (ECC) are delighted to be supporting Basildon Council to recruit three Tenant Resolutions Co-ordinators on a full-time, 12 month temporary basis.

Due to the nature of this role, the successful candidate will be required to be onsite a minimum of 3 days per week, and this will include travelling around the borough on a regular basis. You must also be a car driver and have access to a vehicle.

The Role

We are seeking a dedicated and people‑focused individuals who want to make a real difference to resident’s lives. Help rebuild trust. Support tenants to feel heard throughout the complaints process.

We are investing in a new approach to how we support tenants through housing complaints, and we are looking for three compassionate, confident, people‑focused Tenant Resolution Co-ordinators to join our Housing Improvement Team. These roles are central to improving the way we communicate with residents, strengthening transparency, and ensuring complaints are handled fairly and effectively.

You will act as a consistent point of contact for tenants with active complaints, ensuring they feel listened to, respected and fully informed. The role also supports the Council’s commitment to managing complaints in line with the Housing Ombudsman’s Complaint Handling Code, ensuring fairness, clarity and accountability at every stage.

Accountabilities

You will work closely with tenants, many of whom may be vulnerable, visiting them in their homes to understand their concerns, provide updates and build supportive, empathetic relationships. You will also liaise with internal teams and contractors to make sure issues linked to the complaint are progressed promptly and in accordance with policy.

A key part of the role is ensuring complaints are handled in line with the Housing Ombudsman’s Complaint Handling Code. You will monitor deadlines, track actions, identify risks and contribute to learning from complaints to support service improvement.

This is a borough‑based role requiring a flexible approach. You will spend time visiting tenants across the borough and working in the office, with no fixed office days. There will also be opportunities to work from home when carrying out desk‑based activities, depending on the needs of the service and your caseload.

The Experience You Will Bring

Strong people skills
Empathy and emotional resilience
Experience working directly with customers, tenants or the public
Confidence visiting residents in their homes
Good organisational skills
A calm, professional approach to difficult or emotive situations
An understanding of, or willingness to learn, the Housing Ombudsman’s Complaint Handling Code
Ability to work collaboratively with internal teams and external contractors
Strong written skills
Commitment to fairness, transparency and high‑quality resident experience
Please note this role requires a basic DBS

Why choose Basildon Council?

Basildon Borough Council is one of the largest local authorities in the East of England region and serves a population of approximately 172,000 people. The town of Basildon is regarded as a key economic hub with the main areas of employment being engineering, research and development, distribution and financial services. Basildon is also the second biggest economy in the Thames Gateway, outside of Canary Wharf.

Working for Basildon Borough Council means making a practical and positive difference to the lives of people living and working in the Borough and provides a fulfilling career.

Each of our employees - whatever job role they are undertaking - can feel motivated by having a unique opportunity to use their skills to make Basildon a better place to live. Whether it is conserving our countryside, by regenerating our Borough, by housing our residents or by collecting the refuse on time.

Note: ECC are advertising this role on behalf of Basildon Council.

Basildon Borough Council is committed to safeguarding and promoting the welfare of children and adults, and expects all employees, contractors and volunteers to share its commitment to prevent abuse, harm or exploitation.

The Council applies a robust recruitment vetting process. If you are successful you will need to undergo a Pre-employment Vetting Procedure.

What you should do next

If you are interested in finding out more about this role, we would love to hear from you. Please apply via Working for Essex website.

If you have queries on this role or require anything further, or require a copy of the full Job Description, please email Louise.Butler@essex.gov.uk