Complaints Resolution Specialist

3 weeks ago

London, Greater London, United Kingdom CRA GROUP LIMITED Full time

Contract Type: 1 year with a Local Authority

Position Overview:

The primary function of this role is to guarantee that residents receive a comprehensive and impartial evaluation of their grievances as they escalate to Stage 2 of the Complaints Procedure.

You will take charge of crafting well-articulated responses, pinpointing areas for improvement, and collaborating with various departments to mitigate the likelihood of cases advancing to the Housing Ombudsman.

Key Responsibilities:

• Assist the Council in achieving performance benchmarks and adhering to regulatory standards by actively tracking and reporting on performance and compliance with the Housing Ombudsman Code.

• Lead investigations and responses for intricate cases, including Stage 2 complaints, high-profile matters, and ombudsman inquiries.

• Decrease the rate of case escalations by ensuring that committed actions are meticulously documented and actively monitored for completion.

• Prepare high-quality replies for Stage 2 complaints and collaborate with relevant directors to meet statutory deadlines.

• Maintain vigilant oversight of corrective measures and ensure that residents are kept informed while actions are executed within agreed timelines.

• Provide dedicated case management for ad-hoc complex cases, ensuring a clear audit trail of actions taken and monitoring the resolution process.

• Collaborate with pertinent services to ensure that directives from the Housing Ombudsman are executed promptly and that evidence is submitted as necessary, including the processing of compensation payments in accordance with the Council's financial regulations.

• Offer guidance to staff in achieving early resolutions and applying standards for compensation payments.

• Review the utilization of complaints and member inquiry systems to ensure adherence to current procedures and provide feedback to managers to support staff performance management.

Essential Experience:

• Proven experience in complaints management within a local authority setting is essential.

• Familiarity with CRM systems for handling complaints is required.

• Experience in gathering information for submission to the Housing Ombudsman is necessary.

Essential Qualifications:

• A minimum of 5 GCSEs at grades A-C, including Mathematics and English, or equivalent experience in housing, social policy, or a related field is essential.

Additional Information:

• Working hours: 35 hours per week.

• This position requires a Standard DBS check.

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