Complaints Review Officer

1 week ago

London, Greater London, United Kingdom Brackenberry Full time

We are partnering with a Local Authority in Tower Hamlets to support the appointment of a Complaints Review Officer on a 10-month contract, with potential for extension. Please submit your CV for immediate consideration.

Compensation: £22.48 - £29.81 per hour

Key Responsibilities:

  • Provide dedicated case management for complex cases, ensuring a clear audit of steps taken and timely resolution delivery.
  • Collaborate with relevant services to implement Housing Ombudsman orders, processing compensation payments in line with Council regulations.
  • Offer guidance to staff on early settlement and compensation payment application.
  • Audit complaints and member enquires systems to ensure staff compliance with current procedures, providing feedback for performance management.
  • Deliver accurate and timely reports on complaints, member enquires, and Freedom of Information requests, in a format facilitating manager performance assessment.
  • Work with the Customer Relations Manager and service lead officers to identify lessons learned and embed them into policies and procedures.

Required Experience:

  • Experience in conducting complex investigations.
  • Proven ability to diplomatically challenge colleagues when necessary to achieve optimal outcomes in a collaborative environment.
  • Experience in high-pressure complaint handling environments.
  • Ability to gather information from various teams to compose professional, concise responses.
  • Experience in providing information to the Housing Ombudsman.

Please note:

  • You should be available to start immediately or at short notice.
  • You must have the right to work in the U.K.
  • This role requires an enhanced DBS.

Disclaimer: Brackenberry Ltd acts as an Employment Business for this vacancy. We are committed to equality in the workplace and are an equal opportunity employer. Unless stated otherwise, all our roles are temporary, though assignments can be extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Your DBS must be either through us or accompanied by a subscription to the DBS updating service.

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