Senior Complaints Officer

1 day 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 fair and timely manner
  • Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman
  • Maintain the complaints system and ensure 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
  • Ensure the quality and presentation of external correspondence meet the Council's requirements
Requirements:
  • Experience of investigating complex complaint investigations within housing
  • Ability to reach a balanced outcome when there is not enough evidence to support or disprove a complaint
  • Ability to write technical responses in lay terms to ensure they are understood
What We Offer:

We offer a competitive salary and the opportunity to work with a dynamic and experienced team. If you are a motivated and experienced Senior Complaints Officer looking for a new challenge, please submit your application via the contact details provided.

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