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| Job Location | West London |
| Education | Not Mentioned |
| Salary | £20.76 - £27.30 per hour |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Temporary , full-time 4 months + |
A housing association is currently looking for a Housing Complaints Officer for about 3-4 months on a temporary basis.Key responsibilities are as followsOversee the management and effective recording of complaints on the complaints database, carrying out regular checks of cases being captured and feeding back where improvements are requiredLiaise with the Housing Ombudsman Service (HOS) on cases, providing information requested and liaising with the managers providing the dataProduce complaints data for operational managers and directors which encourage and evidence learning and improvement, including reporting on outcomes of reviews and Housing Ombudsman enquiriesResponsible for recruitment of and generating a pool of independent reviewers and independent managers, including recruitment, training, and supporting them.Assist in driving improvement in complaint responses and handling through regular quality assurance audits of letters, follow ups and timescales being keptEnsure the Customer Experience Manager and relevant operational managers are made aware of any complaints that could be potential risks to overall customer service, regulatory compliance, or reputationTrack those residents who are in touch with the HoS, even if not formally, to allow operational teams to have visibility of the riskResponsible for dissemination of HoS determination; providing feedback from HoS, in a standardised format for all determinations for circulation/communication. Working collaboratively to identify learningDevelop and manage a library of HoS outcomes and determinations - themes, trends, actions etcProactively identifying satisfaction quality issues, independently reviewing quality of complaint handling on a sample of cases, and offering relevant feedback or insight to managers of the operational businessesProvide ad hoc consultancy, advice, and support to operational teams as they respond to complaints and duly made cases, in particular with more complex or high risk casesLiaise and maintain relationships with relevant external organisations and partnerships with a view to promoting the company as a good practice landlord.Maintain high quality data, reviewing approach to data management as neededThis role pays £20.76 PAYE or £27.30 UmbrellaEssential requirementsExperience and knowledge of the affordable housing sector and the regulatory environment in which it operatesExperience of working in a customer focussed environmentExperience of working in a regulated environment and managing risk. Using different data sources to identify risks and opportunitiesExperience of working in a service recovery/complaint environmentMust be immediately availability or on short notice .