Complaints Review Officer

2 months ago


London, United Kingdom Colbern Limited Full time

888948-7299-24107 22.4

Complaints Review Officer
Tower Hamlets
Contract
£23.48 per hour

Our client is looking for an experienced Complaints Review Officer.

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.

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 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.

To deputise for the Customer Relations Manager as required.

Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post.
- Good understanding of complaints handling at a local authority.
- Knowledge of housing services provided within local authorities.
- Knowledge of CRM systems for complaint handling.
- Experience in undertaking complex and multifaceted investigations.
- Experience in composing thorough and professional complaint responses
- Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.
- 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.
- Experience in gathering information to provide to the Housing Ombudsman.

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients
are an equal opportunities employer.



  • London, United Kingdom Veesupportservices Ltd Full time

    **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...


  • East London, Greater London, United Kingdom Vox Network Consultants Full time

    Responsibilities Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutionsDraft 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...

  • Complaints Officer

    2 days ago


    London, United Kingdom Bridge of Hope Full time

    Complaints Officer required for our public sector client to work Hybrid £18.76 per hour PAYE 6 months - possible extension Hybrid Working This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training. Take...

  • Complaints Officer

    1 day ago


    London, United Kingdom Bridge of Hope Full time

    Complaints Officer required for our public sector client to work Hybrid £18.76 per hour PAYE 6 months - possible extension Hybrid Working This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training. Take...

  • Complaints Officer

    7 days ago


    London, United Kingdom Adecco Full time

    Complaints Officer required for our public sector client to work Hybrid £18.76 per hour PAYE 6 months - possible extension Hybrid Working This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training. Take...

  • Complaints Officer

    1 month ago


    North London, United Kingdom MMP Consultancy Full time

    MMP Consultancy are currently working alongside a leading housing organisation, to recruit a Complaints Officer on a Temporary basis. **Responsibilities**: - Identifying those complaints that require notification to loss adjusters due to the potential risk to the business (i.e., reputation or litigation) and providing subsequent updates on a regular...

  • Complaints Officer

    1 month ago


    East London, United Kingdom MMP Consultancy Full time

    MMP Consultancy are currently working alongside a leading housing organisation, to recruit a Complaints Officer on a Temporary basis. **Responsibilities**: - Identifying those complaints that require notification to loss adjusters due to the potential risk to the business (i.e., reputation or litigation) and providing subsequent updates on a regular...

  • Complaints Officer

    1 month ago


    London, United Kingdom Akton Recruitment Full time

    **Complaints Officer** **Westminster - Hybrid** **Key Responsibilities** Working within the housing customer services directorate overseeing complaints and member enquires this role will support the Complaints Team Manager to develop a strong customer relations centre and take a leading role for creating stronger communication delivery with our residents,...

  • Complaints Officer

    7 days ago


    London, United Kingdom Richmond and Wandsworth Councils Full time

    The role We are looking for two experienced Complaints Officers to join our Complaints Team, responsible for handling Statutory, Corporate and Ombudsman complaints across Richmond and Wandsworth. This will be for a fixed month contract of 12 months. As a Complaints Officer, you will be responsible for managing a caseload of complex complaints from...

  • Complaints Officer

    2 weeks ago


    London, United Kingdom Service Care Solutions - Housing Full time

    Job Title: Complaints HandlerLocations: Lewisham SE1 , hybrid working once trained (4-6 weeks office based)Contract Type: 6 months tempWork Pattern: Monday-Friday 35 hours per week Start Date:ASAP Job role - The Complaints role is pivotal to the success of delivering a first-class customer experience. This role is central to the seamless management and...

  • Complaints Officer

    2 weeks ago


    London, United Kingdom Service Care Solutions Full time

    Job Title: Complaints Handler Locations: Lewisham SE1 , hybrid working once trained (4-6 weeks office based) Contract Type : 6 months temp Work Pattern: Monday-Friday 35 hours per week Start Date: ASAP Job role - The Complaints role is pivotal to the success of delivering a first-class customer experience. This role is central to the...

  • Complaints Officer

    2 weeks ago


    London, United Kingdom Richmond and Wandsworth Councils Full time

    About Us We are looking for an experienced Complaints Officer to join our Complaints Team, responsible for handling Statutory, Corporate and Ombudsman complaints across Richmond and Wandsworth. As a Complaints Officer, you will be responsible for managing a caseload of complex complaints from residents and service users in both boroughs and supporting...

  • Complaints Officer

    1 month ago


    London, United Kingdom AXIS Insurance Full time

    This is your opportunity to join AXIS Capital - a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS,...

  • Complaints Officer

    3 weeks ago


    City of London, United Kingdom Service Care Solutions Full time

    Job Title: Complaints HandlerLocations: Lewisham SE1 , hybrid working once trained (4-6 weeks office based)Contract Type: 6 months tempWork Pattern: Monday-Friday 35 hours per week Start Date: ASAPJob role - The Complaints role is pivotal to the success of delivering a first-class customer experience. This role is central to the seamless management and...

  • Complaints Officer

    1 month ago


    London, United Kingdom XL Catlin Full time

    **Flexible Work Eligible**: Flexible Work Schedule **DISCOVER your opportunity** **Complaints Officer** London, UK Reporting to the Complaints UK Manager, the Complaints officer will be supporting the Complaints UK Manager in BAU and ad hoc tasks. You will lead by an example in demonstration of core commitments of AXA XL. An understanding that the...


  • London, United Kingdom Foxtons Full time

    **About The Role**: Due to an internal move, Foxtons is looking for a skilled complaints officer to join our Compliance team! This is a hands-on role requiring an organised, focused and assertive individual with excellent analytical and written communication skills. **KEY RESPONSIBILITIES AND SKILLSETS**: - Assigning incoming complaints to the relevant...

  • Complaints Officer

    1 week ago


    London, United Kingdom Reed Full time

    Complaints and Correspondence Officer Hourly Rate: £19.04 PAYE / £24.46 LTD UMB Location: Local Authority (London SE6) Job Type: Temporary, Immediate Start Working Hours: 36 hours a week, you will be expected in the office Tuesday, Wednesday and Thursday, WFH Monday and Friday. We are currently seeking a dedicated Complaints and Correspondence Officer to...

  • Complaints Officer

    7 days ago


    London, United Kingdom Reed Full time

    Complaints and Correspondence Officer Hourly Rate: £19.04 PAYE / £24.46 LTD UMB Location: Local Authority (London SE6) Job Type: Temporary, Immediate Start Working Hours: 36 hours a week, you will be expected in the office Tuesday, Wednesday and Thursday, WFH Monday and Friday. We are currently seeking a dedicated Complaints and Correspondence Officer to...

  • Complaints Officer

    3 weeks ago


    London, United Kingdom zeroG - AI in Aviation Full time

    About Lendable Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier. > We're building one of the world’s leading fintech companies and are off to a strong start: > One of the UK’s newest unicorns with a team of just over 400 people > Among the top 10 fastest-growing tech companies in the UK > Profitable ...

  • Complaints Officer

    6 days ago


    London, United Kingdom zeroG - AI in Aviation Full time

    About Lendable Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier. > We're building one of the world’s leading fintech companies and are off to a strong start: > One of the UK’s newest unicorns with a team of just over 400 people > Among the top 10 fastest-growing tech companies in the UK > Profitable ...