Senior Complaints Resolution Officer

Our local authority client based in West London are urgently seeking an experienced Senior Complaints Resolutions Officer.

*£32.69 an hour Umbrella

ROLE DESCRIPTION

You will play a pivotal role in delivering an effective, complaints, enquiries and compliments management service which ensures service standards are met.

Providing responses to complaints and members enquiry cases in accordance with the Council’s policy and procedures to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.

May provide line management and supervision for 2 Customer Resolution Officers, depending on operational need.

ABOUT

THE ROLE

* To participate in the delivery of an effective complaints, enquiries and compliments management service which ensures service standards are met.

* To provide information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases and Subject Access Requests in accordance with the Council’s policy and procedures.

* To contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.

* Monitor and track multi complex complaints, enquiries, and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments.

* To work collaboratively with internal and external parties including elected members, managers, and contractors, and providing regular feedback to residents to ensure consistent practices operate across the directorate.

Experience

* Experience of working in the social housing sector.

* Experience of dealing with a diverse community client base and developing successful strategies for dispute resolution.

* Experience of maintaining accurate records and using databases.

Knowledge

* Understanding and practical application of the Housing Ombudsman Code.

* Proficient in MS-Word, MS-Excel, MS-Outlook, and MS-Teams

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 from us within the next 7 days, your application for this vacancy will have been unsuccessful