Complaints and Insight Officer

1 week ago

Sutton Coldfield, Birmingham, United Kingdom Novax Recruitment Ltd Full time
Complaints and Insight Officer Role

We are seeking a skilled Complaints and Insight Officer to join our team at Novax Recruitment Ltd.

Job Summary:

The Complaints and Insight Officer will be responsible for supporting the client's complaints improvement project and ensuring compliance with the Housing Ombudsman complaints handling code and the new LGSCO complaints handling code.

Key Responsibilities:

  • Interrogate past and current complaints data to identify errors, corrections, themes, intelligence, insights, and benchmarking to provide feedback to the Customer Care team and Project Board.
  • Provide administrative support to the project board, producing ad hoc and planned reports as requested.
  • Support the Complaints Project Board, including preparation of Board materials, note-taking, drafting minutes, and taking forward action points.
  • Identify trends, risks, and themes for reporting and service improvement.

Requirements:

  • Essential experience in a similar role.
  • Experience in writing and drafting reports.
  • Experience in improving complaint procedures in line with policies and handling codes.
  • Public sector experience or housing sector experience preferred.

How to Apply:

Please submit your application via the contact details provided, and you will be contacted with further information about this opportunity.

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