Complaints Review Officer

7 hours ago

London, Greater London, United Kingdom Brackenberry Full time

We are partnering with a Local Authority in Tower Hamlets to support the appointment of a Complaints Review Officer on a 10-month contract, with potential for extension. Please submit your CV for immediate consideration.

Key Responsibilities:

  • Provide dedicated case management for complex cases, ensuring a clear audit trail and timely resolution.
  • Collaborate with relevant services to implement Housing Ombudsman orders and provide evidence as required, including processing compensation payments in line with the Council's financial regulations.
  • Offer guidance to staff on reaching early settlements and applying compensation payment guidelines.
  • Audit the use of complaints and member enquires systems to ensure staff adherence to current procedures and provide feedback to managers for performance management.
  • Deliver accurate and timely reports and briefings on complaints, member enquires, and Freedom of Information requests in a format that supports service performance management.
  • Work with the Customer Relations Manager and service lead officers to identify lessons learned and embed learning into policies and procedures.

Required Experience:

  • Experience in conducting complex and multifaceted investigations.
  • Proven ability to diplomatically challenge and constructively push back on colleagues to achieve optimal outcomes in a collaborative work environment.
  • Experience working in high-pressure complaint handling environments.
  • Ability to pursue information from different teams to compose professional and concise high-quality responses.
  • Experience gathering information to provide to the Housing Ombudsman.

Please note:

  • You should be available to start immediately or at short notice.
  • You should have the right to work in the UK.
  • This role requires an enhanced DBS.

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 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 permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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