Housing Complaints Resolution Specialist

6 days ago

London, Greater London, United Kingdom Essential Employment Full time
{"title": "Housing Complaints Officer", "description": "Main Responsibilities

As a key member of our team, you will be responsible for providing an effective front-line housing information and advice service, dealing proactively with complaints and enquiries, and ensuring high-quality standards are maintained.

Key Tasks:
  1. Act as a point of contact for residents wishing to raise a complaint or general enquiry.
  2. Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman, ensuring deadlines are met and high-quality standards are maintained.
  3. Support the creation of case files for the Housing Ombudsman.
  4. Manage all recommendations made by the Housing Ombudsman in its final determination report.
  5. Ensure the complaints system is maintained and complaints and enquiries are recorded within target times.
  6. Support and train officers in their use of the complaints database.
  7. Ensure the housing teams meet the targets for the complaints process and that the quality and presentation of external correspondence meet the Council's requirements.
  8. Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
  9. 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 Ombudsman.
  10. Produce an overview for the complaints and enquiries regarding contract performance. Monitor the information.
Further Information:

Our ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively in a team environment. They will also have a strong understanding of housing policies and procedures, as well as the ability to analyze complex information and make sound judgments.

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and organized individual who is passionate about delivering excellent customer service, we encourage you to apply for this exciting opportunity.

", "company": "Essential Employment"}

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