Complaints and Customer Relationship Officer

5 months ago


Sutton, United Kingdom Encompass LATC Ltd Full time

Encompass delivers a wide range of services including homelessness support and adult social care.

For this job role, you will be responsible for investigating and responding to complaints and general enquiries related to casework, Subject Access Requests (SARS) and Freedom of Information (FOI) requests, and also identifying and making recommendations.

**In this job role you will**:

- Manage a rolling caseload of complaints and enquiries related to casework to ensure intended outcomes are delivered
- Coordinate and administer the effective handling and resolution of complaints and enquiries
- Respond to Freedom of Information requests, Subject Access Requests and Local Government Ombudsman (LGO) enquiries
- Liaise with service users to resolve concerns

**We are looking for someone who has**:

- Working knowledge of The Housing Act 1996 Part VI & VII
- Significant experience of complaint handling in a complex and challenging environment
- The ability to communicate complex information effectively
- The ability to take a problem solving and creative approach
- The ability to identify and declare any conflict of interest

**What we offer**:

- Performance Related Pay (PRP) - up to 10% of salary
- 6.5% employers’ pension contribution
- Flexible working from the office in Sutton and home
- 23 days annual leave plus Bank Holidays
- Regular wellbeing activities

**Additional information**:
**Interviews**:
Interviews may be held in person



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