Complaints Resolution Specialist

3 weeks ago

London, Greater London, United Kingdom Brackenberry Full time

We are seeking a skilled Complaints Resolution Specialist to join our team at Brackenberry Ltd. This 10-month contract, with the possibility of extension, will involve working closely with a Local Authority in Tower Hamlets to assist with the appointment of a Complaints Review Officer.

Key Responsibilities:

  • Provide dedicated case management for ad-hoc complex cases, ensuring a clear audit of steps taken and timely delivery of resolutions.
  • Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required.
  • Provide guidance to staff in reaching early settlement and applying guidance for the payment of compensation.
  • Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management.
  • Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance.
  • Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures.

Required Experience:

  • Experience in undertaking complex and multifaceted investigations.
  • Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.
  • Working in high pressured complaint handling environment.
  • Experience in pursuing information from different teams in order to compose a professional and concise high-quality response.
  • Experience in gathering information to provide to the Housing Ombudsman.

Please note:

  • You should be available to work immediately or at short notice.
  • You should have the right to work in the U.K.
  • This role requires an enhanced DBS.

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