Complaints Review Officer

5 months ago


Tower Hamlets, United Kingdom Cleantech People Full time

**What's involved with this role**:
**Job Ref: Tower Hamlets RQ1251169**

A Complaints Review Officer Housing is needed to be responsible to the Customer Relations Manager who reports to the Head of Regulatory Assurance. The role is to undertake Stage 2 reviews of complaints casework in line with the Housing Ombudsman Code.

**Key Responsibilities**:

- Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code
- Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases.
- Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
- Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.
- Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines
- Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions.
- Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the Council’s financial regulations.
- Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management.
- Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance.
- Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**_If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity._**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:
**Skills & experience**:

- Experience of working in a customer services environment
- Case management experience
- Experience of dealing with complaints
- Experience in undertaking complex and multifaceted investigations.
- Experience in composing thorough and professional complaint responses
- Working in high pressured complaint handling environment
- Experience in pursuing information from different teams in order to compose a professional and concise high-quality response - desirable
- Experience in gathering information to provide to the Housing Ombudsman - desirable
- Good understanding of complaints handling at a local authority.
- Knowledge of housing services provided within local authorities.
- Knowledge of CRM systems for complaint handling - desirable

Am **Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please



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