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Complaint Resolution Specialist

1 month ago

London, Greater London, United Kingdom Vox Network Consultants Full time
Job Title: Principal Complaints Officer

Our client, a leading Local Authority in North London, is seeking a highly skilled Principal Complaints Officer to join their team. As a key member of the service area, you will be responsible for monitoring the quality of contacts received via various channels, ensuring the learning from complaints is used to drive continuous improvement.

Key Responsibilities:
  1. To monitor and respond to Stage 1 complaints, 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.
  2. To provide comprehensive resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.
  3. To assist in the managing of Stage 1 complaints received across the service area, providing professional advice and support on all aspects of managing complaints and responses for other council departments and partner organisations until completion.
Requirements:
  1. Experience in a similar role in the public, non-statutory, or private sector.
  2. Experience of dealing with customer complaints, including verbal and written responses.
  3. The ability to effectively monitor and respond to complaints to ensure targets are met.
Contract:

Initial 3 to 6 month ongoing contract with the opportunity to extend. PAYE via Umbrella. Monday to Friday. 9am to 5pm.

As the role is Local Authority based, candidates will be asked to complete onboarding & compliance checks, including DBS & online training modules, prior to starting.