Senior Case Handler

4 weeks ago

London, Greater London, United Kingdom Hatched Recruitment Group Full time
Senior Case Handler

We are seeking a highly skilled and experienced Senior Case Handler to join our team at Hatched Recruitment Group. As a Senior Case Handler, you will play a vital part in helping to support the team manage and respond to complaints.

Main Responsibilities:

  • Act as a point of contact for residents wishing to raise a complaint or general enquiry.
  • Provide an effective front-line housing information and advice service.
  • Deal proactively with complaints and enquiries.
  • Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman.
  • 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.
  • Support and train officers in their use of the complaints database.
  • Produce performance reports for the complaints and enquiries service.

Requirements:

  • Excellent team worker with the ability to build relationships at all levels throughout the organisation and with stakeholders in the housing team.
  • Thriving under pressure and using your initiative.
  • Ability to manage multiple tasks and priorities effectively.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and meet deadlines.

What We Offer:

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A supportive and collaborative team environment.
  • The opportunity to work on a variety of challenging and rewarding projects.

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