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Complaints Officer

4Recruitment Services
Job LocationLondon
EducationNot Mentioned
Salary£28.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time 3 to 6 months ongoing

Job Description

Our local authority client based in North London are urgently seeking an experienced Complaints Officer.Job Role

  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.
  2. 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.
  3. To be responsible for problem solving and ensuring responses to complaints are appropriate, timely and, where possible, prevent the escalation of the complaint.
  4. To issue determinations in relation to complaint outcomes, with a focus on early dispute resolution.
  5. To ensure that the department offers a customer-focused response to complaints and representations from complainants, the public and other agencies.
Duties
  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.
  2. To be familiar with all aspects of departmental procedures and processesand ensure recommendations are made to the Compliance Manager on improving the service.
  3. To ensure that all complaints, customer enquiries and service requests are dealt with speedily and effectively, in line with service level agreements.
  4. Ensure investigations of stage 1 complaints are thorough and comprehensive, and provide the best possible outcome for residents, clients and the service.
  5. Hold services to account for any identified service failures, identifying areas for improvement and driving these forward where appropriate.
Experience
  1. At least 18 months’ experience of dealing with complaints, member’s enquiries and customer enquiries in a local authority or social housing environment.
  2. At least one year’s experience of producing written correspondence to service users, their advocates and other agencies.
  3. Experience of identifying learning and trends in relation to complaints and producing written reports
Please apply with your updated CV ensuring that any gaps in employment are explained.At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear fromus within the next 7 days, your application for this vacancy will have been unsuccessful.

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