Senior Complaints Officer
1 month ago
Act as a point of contact for residents wishing to raise a complaint or general enquiry, provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
- Manage and draft responses to enquiries from Cabinet members, MPs and Ombudsman ensuring that deadlines for responses are met, dealt with effectively and ensure high quality standards are maintained
- Support the creation of case files for the Housing Ombudsman
- Manage all recommendation made by the Housing Ombudsman in it’s final determination report
- Ensure the complaints system is maintained and complaints and enquiries are recorded within target times. Support and train officers in their use of the complaints database.
- Ensure the housing teams meet the targets for the complaints process and that the quality and the presentation of external correspondence, meet the Councils requirements.
- Produce performance reports for the complaints and enquiries service and undertake monitoring / auditing tasks as directed by the team manager.
- Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
- Produce an overview for the complaints and enquiries regarding contract performance
Rate: £24.53 Umbrella
**Job Types**: Full-time, Temporary contract
Contract length: 6 months
**Salary**: £24.53 per hour
Expected hours: 36 per week
Schedule:
- Monday to Friday
**Experience**:
- complaints: 1 year (preferred)
- local authority: 1 year (preferred)
Work Location: In person
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