Complaints Resolution Specialist

4 days ago

London, Greater London, United Kingdom CRA GROUP LIMITED Full time
Job Summary:

This role is to ensure residents are provided a fair and thorough review of their complaints at the point of escalating to Stage 2 of the Complaints Process.

Key Responsibilities:
  • Support the Council to meet performance targets and regulatory requirements through proactive monitoring and reporting on performance and compliance with the Housing Ombudsman Code.
  • Lead on investigating and responding to complex cases, including Stage 2 complaints, high-profile matters, and ombudsman cases.
  • Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to ensure actions are completed.
  • Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.
  • Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines.
  • Provide dedicated case management for ad-hoc complex cases, ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions.
  • Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the Council's financial regulations.
  • Provide guidance to staff in reaching early settlement and applying guidance for the payment of compensation.
  • Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management.
Essential Experience:
  • Experience of complaints handling at a local authority is essential.
  • Experience of CRM systems for complaint handling is essential.
  • Experience in gathering information to provide to the Housing Ombudsman is essential.
Essential Qualification:

5 GCSEs A-C grade, including Mathematics and English, or equivalent experience in a housing, social policy, or a related work area qualification is essential.

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