Senior Complaints Officer
4 weeks ago
We are seeking a Senior Complaints Officer for a Local Authority Client based in Southwest London.
In this role, you will be responsible for managing and responding to complex housing complaints, collaborating with stakeholders, and ensuring compliance with statutory requirements.
Act as the primary point of contact for residents raising complaints or general inquiries, providing information and advice as needed.
* Manage and draft responses to inquiries from Cabinet members, MPs, and the Ombudsman, ensuring timely and high-quality responses.
* Support the creation of case files for the Housing Ombudsman and manage recommendations from final determination reports.
* Maintain the complaints system, record complaints and inquiries within target times, and train officers on database use.
* Produce performance reports for the complaints and inquiries service, monitor and audit processes as directed.
Experience in investigating complex complaints, preferably within the Housing Sector or with the Housing Ombudsman.
* Knowledge of statutory requirements and regulatory frameworks related to housing complaints, ensuring adherence to legal standards and procedures.
* Experience in maintaining complaints databases, recording and tracking complaints and inquiries, and providing training to team members on database usage.
Salary: £24+per hour
*Contract type: 3-6 months minimum, with a high likelihood of extension
Hours: Monday - Friday, 36 hours per week
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