Senior Complaints Officer
1 month ago
Join Daniel Owen Ltd as a Senior Complaints Officer and play a vital part in supporting the team in managing and responding to complaints. As a key member of the Complaints and Service Improvement Team, you will be responsible for handling complex housing complaints, prioritizing and responding to enquiries, and preparing responses.
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 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.
- 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.
Further Information:
- 3 days of 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.
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City of Westminster, Greater London, United Kingdom Daniel Owen Ltd Full time{"title": "Senior Complaints Officer", "description": "Job SummaryWe 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 ResponsibilitiesAct as...
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City of Westminster, Greater London, United Kingdom Daniel Owen Ltd Full time{"title": "Senior Complaints Officer", "description": "Job SummaryWe 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 ResponsibilitiesAct as...
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