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Complaints Resolution Officer

2 months ago

Fulham, Greater London, United Kingdom Red Personnel Full time

ROLE DESCRIPTION
We are seeking a dedicated and proactive Complaints Resolution Officer to join our team.

In this pivotal role, you will be responsible for delivering an effective complaints, enquiries, and compliments management service, ensuring our service standards are consistently met.

You will play a key role in providing information on complaints and member enquiry cases, adhering to the Council's policies and procedures.

Your goal will be to resolve issues efficiently, meet performance targets, and prevent complaints from escalating.

Collaboration with internal and external stakeholders is essential, as is providing regular feedback to residents to ensure consistent practices across the directorate.

You will also coordinate and facilitate consultations with residents, involving them in reviewing and improving our services.

ABOUT THE ROLE

Key Responsibilities:

  • Provide an effective complaints, enquiries, and compliments management service, ensuring compliance with service standards.
  • Deliver information to the corporate complaints service for Freedom of Information enquiries, Ombudsman cases, and Subject Access Requests.
  • Assist staff across The Economy and other departments to resolve issues efficiently, preventing complaint escalation.
  • Contribute to performance reports, promote learning from complaints, and support continuous service improvements.
  • Monitor and track complex complaints and enquiries, liaising with contractors and other departments to ensure followup works are completed.
  • Work with internal and external parties, including elected members and contractors, providing regular feedback to residents.
  • Coordinate consultations with customers, involving them in service reviews and improvements.
  • Resolve complaints and enquiries to prevent escalation, supporting the corporate complaints team in gathering information and conducting investigations.
  • Draft robust and accurate complaint and enquiry responses, ensuring adherence to the Ombudsman Complaint Handling Code.
  • Ensure followup works are completed within agreed timescales, embedding learning from complaints into processes.
  • Build effective relationships with customers, keeping them informed on the progress of their complaints/enquiries.
  • Award and process compensation in line with relevant policies, monitoring amounts paid and reasons across the Directorate.
  • Identify training, procedural, and policy needs, ensuring new service managers are informed about complaint handling requirements.
  • Contribute to policy, practice, and procedural development for Growth and Place, participating in projects, working groups, and service audits.

ABOUT YOU

Knowledge & Skills:

  • Experience in working with residents to resolve complaints.
  • Experience in dealing with diverse communities and developing successful dispute resolution strategies.
  • Proven ability to organise workload using time management skills.
  • Ability to manage and coordinate a large caseload and handle conflicting priorities.
  • Experience in maintaining accurate records, both in hard copy and electronic formats, including database/spreadsheet management.
  • Excellent verbal and written communication skills, with the ability to present information clearly, systematically, and accurately.
  • Strong ability to persuade and negotiate with stakeholders to achieve desired outcomes.
  • Commitment to continuing personal development.


If you are passionate about providing exceptional service and have the skills and experience required for this role, we would love to hear from you.

Apply now to join our team and make a difference in our community.