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Senior Service Complaints Specialist

2 months ago

Liverpool, United Kingdom Page Personnel - UK Full time

Lead level position within Service Complaints
- Home based role

**About Our Client**:

- Join us in our mission to provide an outstanding service and promote fair resolutions. If you are passionate about making a difference and are dedicated to continuous learning and improvement, we want to hear from you._
- This is an exciting time to join the Housing Ombudsman Service and the Service Complaints Team. HOS are currently expanding their casework functions and making meaningful and sustained changes to the way they handle service complaints and gather feedback from customers. Your support to the Quality and Standards Manager (QSM) will be vital in helping to achieve our vision for the future. _

You will contribute to continuous learning and improvement by critically assessing customer experiences of the organisation, identifying key insights and themes from service complaints and feedback. You will effectively communicate this valuable information to support future improvements, including the development of training and guidance. In this role, you will need to be confident using your initiative and working autonomously. You will oversee the investigation of complaints about the Ombudsman's service and maintain your own caseload of escalated service complaints, ensuring they are handled efficiently, effectively, and fairly. You will decide on appropriate remedies and ensure that those remedies are properly delivered on individual cases as well as on a systemic level.
- Supervise the day-to-day running of the service complaints function, ensure appropriate deployment of staff to meet timeliness and quality standards.
- Support Service Complaint Investigators with complex queries about Stage 1 complaints, and provide guidance about their investigations, responses and remedies. Ensure reasonable adjustments are made to the service we provide and appropriate reporting/referring of safeguarding concerns.
- Investigate Stage 2 service complaints in a timely and fair manner, and in accordance with the Ombudsman's complaints policy while formulating appropriate and proportionate remedies. Provide clear, coherent and concise responses.
- Record, report and develop management information. Identify themes and trends, consider continuous improvement opportunities and report to the QSM to feed into the quality improvement cycle.
- Work collaboratively with operational staff and managers, directorate colleagues and the Quality and Standards Manager (QSM) to identify appropriate actions following learning from service complaints and reports from the Independent Reviewer of Service Complaints. Monitor actions through the improvement cycle and report ongoing issues arising to the QSM.
- Support the QSM to develop policies, standards, guidance and processes.
- Support the QSM to develop the Ombudsman's methods of obtaining customer feedback and engaging with service users.
- Support the QSM in achieving an external quality or customer service accreditation for the organisation. Utilise project management skills and work with colleagues across the Housing Ombudsman Service to gather evidence.
- Work collaboratively with colleagues and provide mentoring and coaching where appropriate.
- Deal with relevant Freedom of Information and Data Protection Act requests.
- Support the QSM in other work as needed, including where legal claims are made against the service.

**The Successful Applicant**:
In this role, you will serve as the ultimate point of resolution in the complaints process, demonstrating a vigilant and inquisitive approach. As an integral part of your job, you will naturally possess investigative skills, allowing you to uncover pertinent details. Moreover, exceptional relationship-building abilities will be essential to ensure the utmost professionalism and respect in handling sensitive information. Your adeptness in sharing feedback in a highly productive manner will contribute to the overall success of the team.
- Key knowledge required:_
- Knowledge and experience of dispute resolution and complaint handling
- Experience of working with a team to deliver against set targets, KPIs and quality standards
- Experience of working in an internal quality standards or internal complaints environment
- Experience and knowledge of project management techniques and delivering improvements
- Knowledge and experience of external quality or customer service accreditations
- You'll need to demonstrate transferable skills in the following areas:_
- Working autonomously and making decisions about day-to-day operational work and resourcing
- Mentoring or coaching staff to support team development
- Ability to research, objectively analyse large amounts of complex written information and make evidence based decisions
- Organised, with planning and prioritising skills
- Project management/support
- You'll need excellent interpersonal skills. You will be capable of developing your professional network across the organisation and helping

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