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Senior Complaints Officer

2 months ago

London, Greater London, United Kingdom Novax Recruitment Full time
Job Title: Senior Complaints Officer

We are seeking a highly skilled and experienced Senior Complaints Officer to join our team at Novax Recruitment.

Job Summary:

The successful candidate will be responsible for managing and resolving complex complaints and enquiries from residents, Cabinet members, MPs, and the Ombudsman. They will also be responsible for maintaining the complaints system, training officers in the use of the complaints database, and ensuring high-quality standards are met.

Key Responsibilities:
  • Investigate and resolve complex complaints and enquiries in a timely and effective manner.
  • Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman, ensuring deadlines are met and high-quality standards are maintained.
  • Maintain the complaints system, ensuring complaints and enquiries are recorded within target times.
  • Train officers in the use of the complaints database and ensure they meet the targets for the complaints process.
Requirements:
  • Experience of investigating complex complaints and enquiries within housing.
  • Ability to reach a balanced outcome when evidence is limited.
  • Ability to write technical responses in lay terms.
What We Offer:

We offer a competitive salary and a chance to work with a dynamic team at Novax Recruitment.