Complaints Review Officer

4 weeks ago

London, Greater London, United Kingdom Brackenberry Full time

We are seeking a highly skilled Complaints Review Officer to join our team on a temporary assignment basis. This role will involve working closely with a Local Authority in Tower Hamlets to assist with the appointment of a Complaints Review Officer, on a 4-month contract, likely to be extended at the client's discretion.

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 MEs, 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.

Requirements:

  • Good understanding of complaints handling at a local authority.
  • Knowledge of housing services provided within local authorities.
  • Knowledge of CRM systems for complaint handling.

Please note:

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

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

Important: We will interpret your application as being 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 be accompanied by a subscription to the DBS updating service.

#RQ1394034

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