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complaints Handler

JOB SWITCH LTD
Job LocationLondon
EducationNot Mentioned
Salary£22.00 - £26.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

PRIMARY JOB FUNCTION

  1. To be responsible for a caseload of complaints and member’s enquiries for the Housing Needs and Strategy, Homes and Communities and New Build directorates under the Corporate Complaints Procedure.
  1. To regulate the quality of complaints and member’s enquiry responses, ensuring they are responded to comprehensively and within the timeframes set out within corporate procedures.
  1. To be responsible for problem solving and ensuring responses to complaints are appropriate, timely and, where possible, prevent the escalation of the complaint.
  1. To issue determinations in relation to complaint outcomes, with a focus on early dispute resolution.
  1. To ensure that the department offers a customer-focused response to complaints and representations from complainants, the public and other agencies.
  1. To act as the customer-facing point of contact for complaints, member’s enquiries and service requests.
  1. To cover the administrative duties associated with the Customer Solutions team when necessary.
DUTIES AND RESPONSIBILITIES
  1. To be familiar with all aspects of the Corporate Complaints Procedure to enable the department to respond to complaints in a comprehensive and timely fashion and in line with corporate guidelines.
  1. To be familiar with all aspects of departmental procedures and processes and ensure recommendations are made to the Compliance Manager on improving the service.
  2. To ensure that all complaints, customer enquiries and service requests are dealt with speedily and effectively, in line with service level agreements.
  1. Ensure investigations of stage 1 complaints are thorough and comprehensive, and provide the best possible outcome for residents, clients and the service.
  1. Hold services to account for any identified service failures, identifying areas for improvement and driving these forward where appropriate.
EDUCATION and EXPERIENCEAt least 18 months’ experience of dealing with complaints, member’s enquiries and customer enquiries in a local authority or social housing environment.At least one year’s experience of producing written correspondence to service users, their advocates and other agencies.Experience of identifying learning and trends in relation to complaints and producing written reportsKNOWLEDGE, SKILLS and ABILITY Ability to quality check investigations and responses to complaints and other representations from members of the public and elected members (councillors) ensuring they are dealt with sensitively, fairly and effectively.Highly customer focused with a commitment to providing quality customer service.Ability to carry out effective liaison and, where appropriate, mediation between Housing staff and members of the public in order to achieve the early resolution of complaints.Good knowledge of housing legislation, working practices and procedures, and the ability to recommend solutions within accepted practices.A good working knowledge of the Data Protection Act 2018A strong and demonstrable commitment to meeting deadlines, delivering KPIs and raising compliance.Good communication and inter-personal skills including the ability to communicate effectively and confidently with officers, councillors and the public.Ability to negotiate and influence teams and service managers in the timely resolution of complaintsAbility to prioritise correspondence and contacts to ensure urgent matters are dealt with appropriately.

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