Complaints Officer

3 weeks ago


London, United Kingdom CHURCHILL ESTATES LIMITED Full time

**Main Purpose of the Job / Key Objectives**:
To provide thorough and effective analysis and retrieval of information for various business purposes.

To be part of the SLT Complaints Team in its work to record, investigate and answer complaints and Councillor / MP enquiries in line with procedures and within corporate timescales.

The post holder will provide responses to individual and cross-complaints at the highest stages in the complaints process.

To help ensure that the Council meets its statutory duties and responsibilities in respect of complaints and representations, including a significant individual workload of complaints at all formal stages across these service areas, including the preparation of papers for submission to

Member Review Panels

Mediating and working with staff to bring about appropriate solutions, liaising with other services and external partners as necessary.

To support and assist in training line managers and teams to provide consistently high quality replies to complaints.

To support the provision of analytical reports and complaints performance information, as well as supporting the training of other teams and staff members, to learn from complaints and enquiries received in order to raise service standards.

To support and assist the Senior Complaint and Investigation Manager in their role as Link

Officer to the Local Government and Social Care Ombudsman and the Housing Ombudsman.

**Experience and skills**

The post holder will need to have detailed understanding of cross Council service.

In-depth knowledge of delivering excellent customer service and customer care.

In-depth experience of communicating clearly and empathetically in writing as well as verbally.

**Job Types**: Full-time, Fixed term contract, Temp to perm
Contract length: 8 months

**Salary**: From £11.50 per hour

Schedule:

- Monday to Friday

**Experience**:

- customer service (required)
- Complaint handling (required)

Work Location: In person


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