Complaints & Governance Assistant

Housing Quality Network; Maidenhead; On-site; GBP 25,000 - 30,000; Full time

Job summary

A housing organization in Maidenhead is seeking a Complaints & Governance Assistant to support resident complaint handling and governance administration. This role requires strong organizational skills and proactive problem solving. You will coordinate casework, support the Complaints Manager, and assist with governance tasks for Board and Committee meetings. This is an excellent opportunity for someone early in their career who is eager to develop skills in governance and resident experience.

Qualifications

• Looking for someone early in their career, including graduates.
• Comfortable working in a fast-paced environment.
• Ability to produce clear and empathic responses.

Responsibilities

• Coordinate casework and gather information for complaints.
• Monitor performance and identify themes in complaints.
• Provide governance support for Board and Committee meetings.

Skills

Organised

Proactive problem solver

Effective communication

Understanding of governance

Education

Graduate degree or equivalent

Job description

Are you organised, methodical and a proactive problem solver looking who enjoys working in a fast paced environment? Do you enjoy problem‑solving, working with people, and producing high‑quality work that really matters? If so, we have a fantastic opportunity for you! We’re looking for a confident, proactive Complaints & Governance Assistant to join our high-performing, friendly team — a perfect opportunity for someone early in their career (including graduates) who wants to build skills in governance, compliance, resident experience, and organisational improvement.

You’ll play a key part in two vital areas of our organisation: supporting the smooth and timely handling of resident complaints by coordinating casework, gathering information, producing clear and empathic responses, and helping the organisation learn from feedback. Working closely with the Complaints Manager, you’ll assist with monitoring performance, identifying themes and root causes, and ensuring our processes meet the Housing Ombudsman Code and relevant Consumer Standards.

Alongside this, you’ll provide essential governance and company secretarial support across our annual Board and Committee cycle. This includes coordinating meetings, maintaining action and attendance records, supporting Board appraisal and declarations of interest processes, and helping ensure high‑quality governance administration. You’ll work with colleagues at all levels, gaining valuable exposure to senior leadership and the operation of an effective governance framework.