Complaints Review Officer
5 months ago
**Job Purpose**: Create great homes, great services and great communities through ensuring compliance with the Consumer Standards.
1. Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code
2 Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases.
3 Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
4 Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.
5 Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines
6 Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions.
7 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.
9 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.
10 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.
11Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures
12 To co-ordinate receipt of all necessary information in relation to Freedom of Information and Subject Access Requests from service areas and ensure responses are provided within statutory deadlines.
13 To deputise for the Customer Relations Manager as required.
14 Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post.
**Job Type**: Temporary contract
Contract length: 7 months
Pay: £23.48 per hour
Expected hours: 35 per week
**Benefits**:
- Company pension
- Free parking
- On-site parking
**Education**:
- A-Level or equivalent (required)
**Experience**:
- customer service: 1 year (required)
- complaints handling at a local authority.: 1 year (required)
- gathering information to provide to the Housing Ombudsman: 1 year (required)
Licence/Certification:
- DBS (required)
Work Location: In person
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