Senior Complaints Officer
Based in Westminster
Temporary on going position
Monday -Friday
£24.53per hour

The post holder will play a vital part in helping to support the team manage and respond to complaints. Support the Complaints and Service Improvement Team with incoming complex housing complaints (Stage 2), including prioritising and responding to enquiries, distributing cases, chasing information, managing incoming documentation, and preparing responses. Excellent team worker, with the ability to build relationships at all levels throughout the organisation and with stakeholders in the housing team, while thriving under pressure and using your initiative.

Main Responsibilities

• Act as a point of contact for residents wishing to raise a complaint or general enquiry, provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
• Mange and draft responses to enquiries from Cabinet members, MPs and Ombudsman ensuring that deadlines for responses are met, dealt with effectively and ensure high quality standards are maintained
• Support the creation of case files for the Housing Ombudsman
• Manage all recommendation made by the Housing Ombudsman in it's final determination report
• Ensure the complaints system is maintained and complaints and enquiries are recorded within target times. Support and train officers in their use of the complaints database.
• Ensure the housing teams meet the targets for the complaints process and that the quality and the presentation of external correspondence, meet the Councils requirements.
• Produce performance reports for the complaints and enquiries service and undertake monitoring / auditing tasks as directed by the team manager.
• Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
• Produce an overview for the complaints and enquiries regarding contract performance. Monitor the information

Further Information:

• 3 days office working
• Investigating escalated and complex complaints (stage 2 and Ombudsman)
• Carrying out detailed investigations, with robust and evidenced based conclusions and remedies.
• Identifying and tracking commitments and learning opportunities.
• Ensuring attention to detail in submitting case file requests to the Ombudsman and addressing gaps.
• Escalating issues of non-compliance