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Senior Complaints Officer

2 months ago

London, United Kingdom Novax Recruitment Remote Work Freelance Full time

Senior Complaints Officer

Westminster

£25 per hour (umbrella)

Full Time Contract (3 months)

Novax Recruitment is actively seeking a Senior Complaints Officer in Westminster. This is a contract with a scope for extension working full time hours. The employer can offer mostly remote working.

The job:

  • 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
  • Manage 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
  • 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
  • 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

The candidate:

  • Experience of investigating complex complaint investigations, preferably in housing
  • Ability to write a technical response in lay terms to ensure it is understood
  • Experience of contacting residents to understand their complaint and to explain your decision over the phone
  • Public sector experience is desirable

Please submit your application via the contact details provided and you will be contacted with further information about this opportunity or email your CV to me directly; or call me on;