Principal Complaints Officer

2 days ago

Islington, Greater London, United Kingdom CRA GROUP LIMITED Full time
Job Title: Principal Complaints Officer

We are seeking a highly skilled and experienced Principal Complaints Officer to join our team at CRA GROUP LIMITED.

Job Summary:

The successful candidate will be responsible for managing and responding to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring target timescales are met and appropriate remedies and redress are identified and implemented.

Key Responsibilities:
  • Investigate and respond to corporate enquiries and complaints relating to Chief Executive stage complaints, members enquires, Local Government & Social Care Ombudsman and Housing Ombudsman matters.
  • Provide one stop resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.
  • Monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the Customer Service Division that result in complaints.
  • Assist in the managing of Stage 1 complaints received across Financial Operations and Customer Services.
Requirements:
  • Experience in a similar role in the public, non-statutory or private sector.
  • Experience of dealing with customer complaints including verbal and written responses.
  • Experience in effectively monitoring and responding to Stage 1, Chief Exec, Members and Local Government & Social Care Ombudsman and Housing Ombudsman complaints to ensure that targets are met.
  • Experience of working within the Local Government & Social Care Ombudsman framework and relevant legislation.
Essential Qualification:

General education qualification is essential.

Working Hours:

37 hours per week.

DBS Clearance:

The role requires you to obtain an Enhanced satisfactory clearance from the DBS (formally known as the Criminal Records Bureau or CRB Disclosure).

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