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Complaints Officer

2 months ago

Northampton, United Kingdom 4Social Work and Public Sector Staffing Full time

**Complaints Officer - Northampton (Temp Vacancy)**

**Pay Rate**:£12.03ph**

**Full-Time (37 hours)**

**Job Purpose**:

- Support the annual review and embedding of NPH’s Customer Service Strategy to promote a customer service excellence culture
- Responsible for ensuring that the development of all NPH’s strategies and policies appropriately consider and reflect the needs of the customer and that impacts of implementation are monitored
- Responsible for working with delivery partners ensuring NPHs Customer Service Strategy culture, values and behaviours are understood and adhered to through the provision of support, training and monitoring of agreed SLAs and targets
- Responsible for carrying out customer service best practice research and benchmarking with other organisations, including liaison with the ICS
- Act as lead technical specialist responsible for ensuring NPH’s Complaints and Feedback Policy and processes meet the Housing Ombudsman Complaint Handling Code and the Regulator of Social Housing framework requirements
- To be the organisational lead officer within NPH for the oversight of all complaints and on-going case progress management from the point of reporting to resolution, identifying root causes and trends

**Accountabilities**:

- Support the annual review of the Corporate Customer Service Strategy and ensure that all other NPH Strategies appropriately consider and reflect the needs of the customer and where appropriate, make recommendations for change in policy to address service delivery failures for customers, identified through the investigation of complaints and lessons learned
- Lead operational officer responsible for working with EMT, Board members, Directors, managers and team leaders to influence, challenge, promote and support the embedding of a consistent customer service excellence approach and culture across the organisation using best practice research and relevant benchmarking information
- Support the development and delivery of the organisation wide customer service priorities and liaise with service areas and workstream leads and ensure Customer Service Strategy outcomes are delivered
- Responsible for the review and amendment of the NPH Complaints and Feedback Policy and processes to ensure they meet all Landlord legislation, Housing Ombudsman Complaint Handling Code and the Regulator of Social Housing framework requirements
- Lead officer responsible for the preparation and delivery of training and guidance to officers, EMT, and external delivery partners regarding the NPH Complaint Handling Policy and processes. Promoting understanding and knowledge to support the effective management of NPH complaints with a right first-time approach, ensuring the emphasis on ‘doing the right thing’ for customers
- Responsible for ensuring corporate oversight and monitoring of service area adherence with the corporate complaints policy and procedures, ensuring that responses are customer focused and provided within corporate timescales
- Ensure implementation and maintenance of robust processes and systems to enable effective organisational oversight, tracking and monitoring of all customer feedback.
- Lead officer responsible for the review, challenge and decision making for all complaint escalation requests at all levels including liaising with service areas, investigation and review of complaint history, initiator of case review meetings on complex and multi service area complaints and tracking of agreed resolution actions to completion and closure.
- Ensure NPH uses trends and learning from MP/Cllr enquiries, SAR, Service Standard, KPI performance and Satisfaction Surveys, alongside complaint data to inform service improvements for customers
- Responsible for customer complaint handling satisfaction surveys, analysis and reporting of results and implementation of improvement actions where necessary

**We offer**:

- 24 hour one on one specialist consultant based within your geographical area
- 4Recruitment Services Employee Benefits Programme
- Our own dedicated payroll support ensuring you get the full benefits of your payment

**Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

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