Complaints Resolution Specialist

1 month ago


Barnet, United Kingdom Vox Network Consultants Full time
Job Title: Principal Complaints Officer

Location: North London

Vox Network Consultants is seeking a skilled Principal Complaints Officer to join our team in North London. As a key member of our organization, you will be responsible for ensuring the highest standards of customer service and complaint resolution.

Key Responsibilities:
  • Monitor and respond to customer complaints in a timely and effective manner, ensuring that issues are resolved first time wherever possible.
  • Provide comprehensive resolution to customer complaints, identifying root causes and implementing suitable remedies.
  • Manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman, and Housing Ombudsman cases, meeting target timescales and implementing appropriate remedies.
  • Assist in managing Stage 1 complaints and provide professional advice and support to other council departments and partner organizations.
Requirements:
  • Experience in a similar role in the public, private, or statutory sector.
  • Proven ability to effectively monitor and respond to customer complaints, including verbal and written responses.
  • Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders.
Contract Details:

Initial 3 to 6 month contract with the opportunity to extend. PAYE via Umbrella. Monday to Friday, 9am to 5pm. As a Local Authority based role, candidates will be required to complete onboarding and compliance checks, including DBS and online training modules prior to starting.



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