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Complaints and Resolutions Officer

  • Job reference: RLC428
  • Location: Hammersmith and Fulham, London
  • Job type: Temporary
  • Area of Expertise: Administration Services
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Job description: Role: Complaints and Resolutions Officer
Location: Hammersmith, W6
Work pattern: 36 hrs - Mon - Fri, 09:00 - 17:00
Start date: ASAP
End date: Temporary ongoing contract

I'm currently recruiting for a Resolutions Officer in a busy Housing Customer Service Department. The purpose of the job role will be to provide advice, information and assistance with various complaints and enquiries. You will be assessing customer needs and applying sound judgement regarding the resolution. This will primarily be a telephone based role and this the successful candidate will need to have an excellent telephone manner and previous experience working in a similar environment.

Key Responsibilities
* To deliver an effective, complaints, enquiries and compliments management service which ensures service standards are met.
* Providing 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 proactively assist staff across The Economy and other departments to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.
* 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.
* To co-ordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services

*Good standard of education including English and Maths
*Understanding of the housing sector, legislation and regulatory framework within housing
*Understanding of the role of the Housing Ombudsman Service
*Experience of handling customer enquiries and/or complaints
*Knowledge of good practice in managing complaints, including mechanisms to facilitate learning from complaints.
*Experience of and ability to plan and prioritise workloads, work under pressure and to strict deadlines
*Strong experience of working with customers, understanding their diverse needs and translating these into actions
*Experience of working closely and collaboratively with senior managers.
*Ability to diffuse difficult situations and be sensitive to the needs of customers
*Proficient in using corporate IT systems and intermediate skills in Word and Excel and ability to maintain database systems

If you are interested in this position and meet the above criteria, please send you CV now for consideration.
If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to