Senior Complaints Officer

7 days ago

City of Westminster, Greater London, United Kingdom Service Care Solutions Full time

Job Title: Senior Complaints Officer - Housing Specialist

Job Summary:

We are seeking a highly skilled Senior Complaints Officer to join our team at Service Care Solutions. As a Senior Complaints Officer, you will play a vital role in supporting our clients to manage and respond to complaints effectively.

Key Responsibilities:

  • 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 senior management, ensuring that deadlines for responses are met.
  • Support the creation of case files for the Housing Ombudsman.
  • Manage all recommendations made by the Housing Ombudsman in its 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.
  • 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 client and Housing Ombudsmen.
  • Produce an overview for the complaints and enquiries regarding contract performance.

Requirements:

  • Experience of investigating complex complaint investigations, particularly for the Housing Sector or with the Housing Ombudsman.
  • Ability to reach a balanced outcome when you do not have enough evidence to support/disprove the complaint.
  • Can write a technical response in lay terms to ensure it is understood.
  • Evidence of contacting residents to understand their complaint and to explain your decision over the phone.
  • Can work collaboratively to ensure resolution to complaints/tracking actions and escalating cases/issues where there are identified or emerging risks.

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