Senior Complaints Officer

2 days ago

London, Greater London, United Kingdom Brackenberry Full time

We are seeking a highly skilled Senior Complaints Officer to join our team at Brackenberry Ltd, working closely with a Local Authority in London to assist with the appointment of a Senior Complaints Officer on a 3-month contract, with a high likelihood of extension at the client's discretion.

Key Responsibilities:

  • Act as a point of contact for residents wishing to raise a complaint or general enquiry, providing an effective frontline housing information and advice service and dealing proactively with complaints and enquiries.
  • Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman, ensuring that deadlines for responses are met, dealt with effectively, and maintaining high-quality standards.
  • 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.

Requirements:

  • Demonstrable experience of managing complex housing complaints.
  • Experience of investigating complaints and providing written reports and responses to complex complaints.
  • Experience of working within social housing, working in accordance with the councils' management systems, policies, and procedures.
  • Ability to identify and resolve problems.
  • Ability to plan, organise, and prioritise work, producing a high level of output to quality standards.
  • Excellent written skills.
  • Experience of working with computerised record keeping, ideally including document management systems.
  • Experience of working under pressure to deliver results under challenging timeframes with limited resources.
  • Experience of liaising effectively with internal and external stakeholders.
  • Effective communicator with customer relationship skills.
  • Understanding of successful budget/resource management. Working within a team environment.
  • Understanding of project and programme management.
  • Experience in a contract environment.

Please note:

  • You should be available to work immediately or at short notice.
  • You should have the right to work in the U.K.

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and are an equal opportunity employer. Unless otherwise stated, all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer-term basis and can sometimes become permanent. Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. In case the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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