Trainee Service Improvement and Correspondence Officer

Term - 12 Months FTC Location: Colindale, London, NW9 Barnet Homes is seeking to hire two Trainee Service Improvement and Correspondence Officers. While the roles share many core responsibilities, there are some variations, as outlined below.   Role A The role will report to the Complaints and Information Manager within the Customer Experience Service. The primary focus of the role will be to coordinate responses to all Members' Enquiries on behalf of The Barnet Group. The role will support all services across The Barnet Group but have a particular focus on the areas with a higher volume of enquiries, including housing and homelessness. Key duties will include:

• triaging enquiries from MPs and Councillors,
• assigning enquiries to relevant leads using case management software,
• reviewing and quality-checking draft responses, before sending responses to MPs and Councillors,
• leading on writing some Members' Enquiries responses
• ensuring that responses from service leads are provided on time, and that they offer clear and helpful advice for residents, and
• identifying learning from enquiries and recommending improvements to teams.   Role B The role will report to the Service Improvement and Correspondence Manager, but the post-holder's activities will be focused on the Housing Options Service. The post-holder will carry out two key functions: Completing – and coordinating the completion of – members' enquiries (VIPs), Ombudsman responses and complaint responses for the Housing Options Service, to a high standard and in a customer-focused manner. This is the role's primary focus. Helping to deliver service improvements, with a focus on: Analysing customer feedback and other data sources to identify customers' pain points and priorities Supporting the design and delivery of improvements to address issues for customers and teams.   What you'll need to succeed
• a passion for delivering improvements for customers and our teams
• proven ability to work at pace to provide high-quality written responses to customers' correspondence
• excellent written and oral communication skills, with the ability to convey complex information in a straightforward, professional manner.
• a self-starter with good organisational skills, who manages their time effectively to ensure that the right tasks are prioritised, and key outcomes are delivered
• excellent people skills with experience of working in a successful team
• proven ability to collate, analyse and draw conclusions from a range of data and insight including customer feedback
• strong problem-solving skills, with the ability to be creative and innovative to overcome challenges   What you need to do now If you're interested in this role, see the Job Description on our website for more details, and click 'apply now'. When writing your supporting statement, please state your preference for either Role A or Role B. You will be considered for both roles.   Timescales
• Closing date: 13 th October 2026, 11.59pm
• Interview & assessment: week commencing 19 th October 2026
• Start date: as soon as possible. What's in it for you We're committed to making The Barnet Group a really great place to work. As well as offering a positive culture, we offer a generous pay and benefits package, some of which are listed below:
• We are a London Living Wage Employer
• 25 days annual leave, rising with length of service
• Ability to buy or sell up to five days annual leave per year
• Life insurance - 3x of annual salary
• Employee Assistance Programme
• Volunteering Activities
• Flexible and agile working
• Flexible Benefits & Pension – access to a variety of benefits to choose from
• Career progression across the organisation with our mentoring programme and apprenticeships
• Access to extensive learning and training opportunities with learning pool platform
• The Barnet Group is a mindful employer with trained Mental Health First Aiders   About The Barnet Group The Barnet Group is a local authority-owned organisation that exists to make a positive difference to people's lives. Through our housing, property, and support services, we provide homes, services, and opportunities that help individuals, families, and communities thrive across the London Borough of Barnet. and values The Barnet group evaluates staff attitudes and the willingness of people to embrace inclusion and diversity, and the extent to which they take meaningful action which contributes to our ability to attract and retain talent. TBG offers our people a psychologically safe space whilst promoting personal growth. Most importantly, we believe in the three “C's” of inclusion; by being curious, courageous, and committed individuals, we inspire our teams to become more welcoming and inclusive. Our values are also an integral part of the way we work together, and they are:
• Show respect – we respect each other and our customers.
• Find solutions – we find solutions to meet people's needs.
• Make a difference – we make a positive difference to people's lives.
• Be person centred - Treat everyone you meet as an individual, and remember, one size does not fit all. Note: The Barnet Group operates a preferred supplier arrangement for recruitment. We do not accept unsolicited agency introductions and will not be liable for any associated fees.