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Complaints Resolution Specialist

2 months 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. You will be responsible for drafting high-quality responses, identifying learning, and working with services to prevent cases escalating to the Housing Ombudsman service.

Key Responsibilities:

• Support the Council to meet performance targets and regulatory requirements through proactively 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 cases, 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

• 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 Requirements:

• 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