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Complaints Officer
2 months ago
Job Summary:
Novax Recruitment Ltd is seeking a highly skilled Senior Complaints Resolution Specialist to join our team. As a key member of our Housing Team, you will be responsible for providing an effective front-line housing information and advice service, dealing proactively with complaints and enquiries, and managing information to ensure high-quality responses.
Key Responsibilities:
- Act as a point of contact for residents wishing to raise a complaint or general enquiry, providing a high-quality service and ensuring that deadlines for responses are met.
- Manage and draft responses to enquiries from senior stakeholders, ensuring that responses are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
- Support the creation of case files for the Housing Ombudsman, ensuring that all necessary information is recorded and maintained.
- Ensure the complaints system is maintained and complaints and enquiries are recorded within target times, supporting and training officers in their use of the complaints database.
- Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
Requirements:
- Experience of investigating complex complaint investigations, preferably in housing.
- Ability to write a technical response in lay terms to ensure it is understood.
- Experience of contacting residents to understand their complaint and to explain your decision over the phone.
- Public sector experience is desirable.
What We Offer:
Novax Recruitment Ltd is a leading recruitment agency, and we offer a competitive salary and benefits package to our employees. If you are a motivated and experienced professional looking for a new challenge, please submit your application to us.
