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Stage 2

2 months ago

Streatham, Greater London, United Kingdom The Oyster Partnership Full time

Needed: Stage 2 Complaints Officers - Corporate & Housing directorate.

Main purpose: To assist with the complaints backlog (stage 2), all corporate complaints (80% Housing Repairs & Maintenance and Homelessness).

  • 3-6 months temp
  • 30 (circa) ltd per hour
  • Hybrid working (1 day a week in the office)
  • ASAP start

Responsibilities include:

  • Act as an expert advisor on complaints handling providing support, advice, and guidance to staff at all levels
  • Collate, co-ordinate, monitor and archive all stage 2 complaints received and resolved, and those that escalate outside of any stage on process (providing a comprehensive review pack at internal Director level and to the Ombudsman)
  • Monitor and influence complaints which progress to the Housing Ombudsman service, encouraging responsive, consistent, and robust open channels of communication
  • Maintain and oversee all aspects of requests and reward of compensation
  • Be responsible for effective time management to prioritise an unpredictable workload, whilst ensuring that complaint responses and updates are provided within agreed time frames
  • Work independently and unsupervised, referring to and liaising with senior staff, to ensure customer concerns and unacceptable standards of service are resolved appropriately, ensuring corrective action is taken

STAGE 2 EXPERIENCE IS ESSENTIAL TO BE CONSIDERED FOR THIS ROLE.

Apply with your CV attached now.