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Senior Complaints Officer WCR 3

Job Description

Job Title: Complaints Officer

Work Pattern: 36 Hours a week

Contract: April 2024

Location: Westminster

Days: Mon - Fri

Our client is looking for a Complaints Officer to join their team in Westminster. You will be responsible for aiding the team's efforts to handle and address complaints effectively. They will assist the Complaints and Service Improvement Team in managing intricate housing complaints (Stage 2), which involves tasks such as prioritising and addressing inquiries, dispersing cases, tracking information, handling incoming documents, and drafting responses.

Job Role -

  • Serve as a liaison for community members seeking to address concerns or make general inquiries, delivering a frontline housing information and advisory service with efficiency and discretion.
  • Coordinate and formulate responses to inquiries from government officials, legislators, and oversight bodies, ensuring timely and effective communication while upholding stringent quality standards.
  • Assist in compiling case documentation for the Housing Ombudsman's review process, ensuring thoroughness and accuracy.
  • Oversee the implementation of recommendations issued by the Housing Ombudsman in their final determinations, ensuring compliance and follow-through.
  • Uphold targets for the complaints process within housing teams, ensuring adherence to quality standards in external communications as per council guidelines.
  • Generate performance reports for the complaints and inquiries service, and conduct monitoring and auditing duties as directed by management.
  • Manage data within the Housing Team to ensure responses to complaints and inquiries are comprehensive and align with Housing Ombudsman requirements.
  • Develop an overview of contract performance concerning complaints and inquiries, actively monitoring relevant data.

Ideal Candidate:

  • Experience resolving complex complaints.
  • Microsoft Proficient
  • Ability to organise and prioritise own workload.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an email to