Complaints Officer
2 weeks ago
**Complaints Officer**:
The complaints officer will be required to investigate and respond to Stage 1 and Stage 2 Complaints, Leader Enquiries, Member Enquiries, FOIs, SARs and Ombudsman cases.
Failure to provide this service will impact our services to residents, meeting statutory deadlines and escalation of complaints to Local Government Ombudsman.
This is a part time role but due to work load we will require the temp to work full time hours but not every day 18hrs (Wednesday pm to Friday) - with additional hours to fulfil full time hours
The complaints officer will identify complaints trends and transform them into service improvements.
**Key Skills**:
- Working with services to investigate and respond to complaints and 2, and enquired from councillors and MP's
- Ensuing that investigated cases are responded to in line with the councils corporate complaints procedure, producing good quality decisions
- Update case files of cases personally investigated
- To ensure complaints and Councillor/ NP enquires are dealt with effectively and acknowledged / responded to within the councils timescales
- To co-ordinate responses from Ombudsman Cases in line with set time scales
- Providing expert complaints advice to others in Housing
- Liaise with Key teams across the Housing and other services within the council to ensure investigations are being progressed
- Provide complaints data reports for monthly performance and annual Borough Housing Panel.
**Experience Required**:
- Effective verbal communication skills
- Effective negotiation skills
- Ability to work on own imitative and as a member of the team
- Ability to used standard IT packages
- Ability to manager workload effectively within conflicting timescales
- Good numeric skills and ability to keep accurate records
- High level of attention to detail
**£16.65 per hour PAYE, paid weekly**
**£21.03 per hour UMBRELLA, paid weekly**
**Location: Ilford**
**Duration: Temporary position for 3 months with the view of extension**
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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