Complaints Resolution Specialist

7 hours ago


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

We are seeking a skilled Complaints Resolution Specialist to join our team at CRA GROUP LIMITED. As a key member of our Customer Service Division, you will be responsible for managing and responding to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring timely resolution and effective remedies.

Key Responsibilities
  • Investigate and respond to corporate enquiries and complaints, providing detailed and comprehensive responses within council timescales.
  • Coordinate Chief Executive, Local Government & Social Care Ombudsman and Housing Ombudsman enquires and investigations, liaising with councillors and officers to ensure professional standards and timescales are met.
  • Assess all types and stages of complaints, maintaining accurate records on the council's Customer Relationship System/Complaints Module.
  • Provide training and guidance to complaint leads and officers on the use of the Customer Relationship Management System/Complaints Module.
Requirements
  • Experience in a similar role in the public, non-statutory or private sector.
  • Experience of dealing with customer complaints, including verbal and written responses.
  • Experience in effectively monitoring and responding to Stage 1, Chief Exec, Members and Local Government & Social Care Ombudsman and Housing Ombudsman complaints.
  • Experience of working within the Local Government & Social Care Ombudsman framework and relevant legislation.
Working Arrangements

This is a 37-hour per week role, requiring an Enhanced satisfactory clearance from the DBS. If you are a motivated and experienced professional looking to make a difference in customer service, please apply for this exciting opportunity.



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