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Complaints Resolution Specialist

2 months ago

City of Westminster, Greater London, United Kingdom Daniel Owen Ltd Full time
{"title": "Senior Complaints Officer", "description": "Job Summary

We are seeking a highly skilled and experienced Senior Complaints Officer to join our team at Daniel Owen Ltd. As a key member of our Complaints and Service Improvement Team, you will play a vital part in helping to support the team manage and respond to complaints.

Main Responsibilities
  • Act as a point of contact for residents wishing to raise a complaint or general enquiry, providing an effective front-line housing information and advice service.
  • Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman, ensuring that deadlines for responses are met and high-quality standards are maintained.
  • Support the creation of case files for the Housing Ombudsman and 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, supporting and training officers in their use of the complaints database.
  • Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
  • 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.
  • Produce an overview for the complaints and enquiries regarding contract performance, monitoring the information.
Requirements
  • 3 days office working
  • Investigating escalated and complex complaints (stage 2 and Ombudsman)
  • Carrying out detailed investigations, with robust and evidenced-based conclusions and remedies.
  • Identifying and tracking commitments and learning opportunities.
  • Ensuring attention to detail in submitting case file requests to the Ombudsman and addressing gaps.
  • Escalating issues of non-compliance.
", "lang_code": "en-US"}