Senior Complaints Officer

1 week ago

London, Greater London, United Kingdom Brackenberry Full time

We are currently seeking a highly skilled Senior Complaints Officer to join our team at Brackenberry Ltd. The successful candidate will be working closely with a Local Authority in London to assist with the appointment of a Senior Complaints Officer on a 3-month contract, with a high likelihood of extension by the client's discretion.

Key Responsibilities:

  • Act as a point of contact for residents wishing to raise a complaint or general enquiry, providing an effective frontline housing information and advice service.
  • Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman, ensuring deadlines are met, and high-quality standards are maintained.
  • Support the creation of case files for the Housing Ombudsman.
  • Manage all recommendations made by the Housing Ombudsman in its final determination report.
  • Ensure the complaints system is maintained, and complaints and enquiries are recorded within target times.

Requirements:

  • Demonstrable experience of managing complex housing complaints.
  • Experience of investigating complaints and providing written reports and responses to complex complaints.
  • Ability to identify and resolve problems, plan, organise, and prioritise work, producing a high level of output to quality standards.
  • Excellent written skills and experience of working with computerised record keeping, ideally including document management systems.
  • Ability to work under pressure to deliver results under challenging timeframes with limited resources and effectively communicate with internal and external stakeholders.

Please note:

  • The successful candidate will be required to be available to work immediately or at short notice.
  • They must have the right to work in the U.K.

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