Principal Complaints Officer

2 weeks ago

Islington, Greater London, United Kingdom Novax Recruitment Ltd Full time
Job Title: Principal Complaints Officer

We are seeking a skilled Principal Complaints Officer to join our team at Novax Recruitment Ltd. As a key member of our team, you will be responsible for managing and responding to customer complaints in a timely and effective manner.

Key Responsibilities:
  • Manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring target timescales are met and appropriate remedies and redress are identified and implemented.
  • Provide one stop resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.
  • Monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the Customer Service Division that result in complaints ensuring the learning from complaints is used to support the business in a cycle of continuous improvement.
  • Assist in the managing of Stage 1 complaints received across Financial Operations and Customer Services in addition to providing professional advice and support on all aspects of managing complaints and responses for other council departments and partner organisations until completion.
Requirements:
  • Experience in a similar role, dealing with customer complaints in a public sector/government setting.
  • An understanding of Ombudsman framework and legislation.
  • An understanding of complaints management practice and procedures.
  • Ability to manage a caseload and KPI's with limited supervision.

Please submit your application via the contact details provided and you will be contacted with further information about this opportunity.

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