Complaints Officer

**Main Purpose of the Job / Key Objectives**:
To process statutory and non-statutory complaints and enquiries, including MP and Councillor correspondence using the relevant system to record, monitor and progress statutory (Stage 1 through to Local Government Ombudsman), non-statutory complaints and enquiries, to ensure complaints etc are resolved within set timescales.

To provide support on a range of work associated with both statutory and non-statutory complaints and representations as well as Freedom of Information, Data Protection and Subject Access requests.

To provide support in the administration of independent investigations, adjudications and Ombudsman enquiries/investigations.

To ensure that all performance data is accurate and updated in line with performance reporting requirements.

**Key Result Area**

To deal effectively with service users, carers, advocates, MPs, Councillors and external agencies etc who wish to make a complaint, offer a compliment, or register a request for information.

To record, monitor and process complaints, compliments, Councillor / MP enquiries and Ombudsman cases in line with procedures and within statutory/corporate timescales

To help facilitate the improvement of the quality of responses to formal and informal complaints,

Councillors’ enquiries and correspondence in general by providing guidance to managers and

staff. Assist with quality assurance of correspondence and make appropriate modifications to correspondence as necessary.

To provide a full range of support in relation to Complaint matters and procedures, including:

- Investigations
- Interviews
- Adjudication meetings
- Review Panels
- General complaints meetings
- Advocacy
- Legal & Democratic Services at Stage 3
- Local Government Ombudsman enquiries

**Experience and skills**

The post holder will need to have a good level of knowledge of the operations of the relevant services within the directorate.

Knowledge and experience of delivering excellent customer service and customer care.

Experience of communicating clearly and empathetically in writing as well as verbally.

The post holder will need to use IT systems routinely in the course of their work so must be IT literate and proficient in the use of Word, Excel, Outlook and other Microsoft Office software.

**Qualifications**

No formal qualifications are required for the role however the post holder will be required to demonstrate a high level of literacy and numeracy.

**Job Types**: Full-time, Temp to perm
Contract length: 9 months

**Salary**: £22.00-£23.00 per hour

Ability to commute/relocate:

- Romford, Greater London: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (required)

**Experience**:

- customer service: 8 years (required)
- Complaint handling: 7 years (required)
- Administrative: 8 years (required)

Work Location: In person

Reference ID: supercar966443