Complaints Resolution Specialist

2 weeks ago

Islington, United Kingdom Hatched Recruitment Group Full time
Job Role

To manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring timely resolutions and effective remedies are implemented.

Key Responsibilities
  • Provide one-stop resolution to customer complaints through effective identification of root causes and promotion of suitable remedies.
  • Monitor the quality of contacts received via various channels, ensuring learning from complaints is used to support business improvement.
  • Assist in managing Stage 1 complaints across Financial Operations and Customer Services, providing professional advice and support to other council departments and partner organizations.
  • Investigate and respond to corporate enquiries and complaints relating to Chief Executive stage complaints, members enquiries, Local Government & Social Care Ombudsman and Housing Ombudsman matters.
  • As directed, investigate Stage 1 and other complaints, providing detailed and comprehensive responses within council timescales and making recommendations to resolve matters and support service development.
Requirements

As a Complaints Resolution Specialist, you will be responsible for managing and responding to complex complaints, ensuring timely resolutions and effective remedies are implemented. You will work closely with various stakeholders to provide one-stop resolution to customer complaints and promote suitable remedies.

You will also be responsible for monitoring the quality of contacts received via various channels, ensuring learning from complaints is used to support business improvement. Additionally, you will assist in managing Stage 1 complaints across Financial Operations and Customer Services, providing professional advice and support to other council departments and partner organizations.

As a key member of the team, you will investigate and respond to corporate enquiries and complaints relating to Chief Executive stage complaints, members enquiries, Local Government & Social Care Ombudsman and Housing Ombudsman matters. You will also be responsible for investigating Stage 1 and other complaints, providing detailed and comprehensive responses within council timescales and making recommendations to resolve matters and support service development.

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