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Housing Complaints Resolution Specialist

1 month ago

London, Greater London, United Kingdom Essential Employment Full time
Main Responsibilities

We are seeking a highly skilled and experienced Housing Complaints Officer to join our team at Essential Employment. As a key member of our housing team, you will be responsible for providing an effective front-line housing information and advice service, dealing proactively with complaints and enquiries, and ensuring that the complaints system is maintained and complaints and enquiries are recorded within target times.

Key Tasks
  1. Act as a point of contact for residents wishing to raise a complaint or general enquiry, providing a high-quality service and ensuring that deadlines for responses are met.
  2. Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman, maintaining high-quality standards and meeting deadlines.
  3. Support the creation of case files for the Housing Ombudsman and manage all recommendations made by the Housing Ombudsman in its final determination report.
  4. 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.
  5. Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
  6. 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.
  7. Produce an overview for the complaints and enquiries regarding contract performance and monitor the information.
Further Information

This role involves investigating escalated and complex complaints, carrying out detailed investigations, and identifying and tracking commitments and learning opportunities. The successful candidate will have excellent communication and interpersonal skills, with the ability to work effectively in a team environment. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.