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Complaints Officer
2 months ago
We are seeking an experienced Complaints Officer to join our Complaints Team, responsible for handling Statutory, Corporate, and Ombudsman complaints across Richmond and Wandsworth.
Key Responsibilities:- Manage a caseload of complex complaints from residents and service users in both boroughs.
- Support directorates with good complaint handling and provide advice and support to colleagues.
- Review and quality assure responses to complaints and record, monitor, and report on progress.
- Assess the most appropriate complaints process for individual cases and ensure complainants and colleagues follow procedures within relevant timescales.
- Good knowledge and experience of complaint handling in a local government/health setting, particularly within the Adult and Children's Statutory remit.
- Awareness of the importance of client confidentiality and data protection.
- Awareness of the Equalities Act 2010 and the importance of providing an accessible and inclusive complaints service.
We are committed to promoting equality and diversity and developing a culture that values differences. We are proud to be a Disability Confident employer and committed to safeguarding and promoting the welfare of children and young people/vulnerable adults.
We offer a wide range of benefits designed to attract, develop, and reward our employees, including 40 days annual leave, flexible working, and a generous pension plan.
