Principal Complaints Officer

2 months ago

London, Greater London, United Kingdom CRA GROUP LIMITED Full time
Job Summary

We are seeking a highly skilled and experienced Complaints Resolution Specialist to join our team at CRA GROUP LIMITED. The successful candidate will be responsible for managing and responding to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring target timescales are met and appropriate remedies and redress are identified and implemented.

Key Responsibilities
  • Investigate and respond to corporate enquiries and complaints relating to Chief Executive stage complaints, members enquiries, Local Government & Social Care Ombudsman and Housing Ombudsman matters received by the Financial Operations and Customer Service Division.
  • Provide one stop resolution to customer complaints through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.
  • Monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the Customer Service Division that result in complaints.
  • Assist in the managing of Stage 1 complaints received across Financial Operations and Customer Services and provide professional advice and support on all aspects of managing complaints and responses for other council departments and partner organisations.
Essential Experience
  • Experience in a similar role in the public, non-statutory or private sector is essential.
  • Experience of dealing with customer complaints including verbal and written responses is essential.
  • Experience in effectively monitoring and responding to Stage 1 Chief Executive, Members and Local Government & Social Care Ombudsman and Housing Ombudsman complaints to ensure that targets are met is essential.
  • Experience of working within the Local Government & Social Care Ombudsman framework and relevant legislation is essential.
Essential Qualification

A general education qualification is essential.

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