Complaints Officer

2 days ago

London, Greater London, United Kingdom London Borough of Richmond upon Thames and London Borough of Wandsworth Full time
Complaints Officer Job Description

We are seeking an experienced Complaints Officer to join our Complaints Team, responsible for handling Statutory, Corporate, and Ombudsman complaints across Richmond and Wandsworth.

Key Responsibilities:
  • Manage a caseload of complex complaints from residents and service users in both boroughs.
  • Support directorates with good complaint handling and provide advice and support to colleagues.
  • Review and quality assure responses to complaints and record, monitor, and report on the progress of complaints.
  • Assess the most appropriate complaints process for individual cases and ensure complainants and colleagues follow the appropriate procedure within relevant timescales.
Requirements:
  • Good knowledge and experience of complaint handling in a local government/health setting, particularly within the Adult and Children's Statutory remit.
  • Awareness of the importance of client confidentiality and data protection.
  • Awareness of the Equalities Act 2010 and the importance of providing an accessible and inclusive complaints service.

We are committed to promoting equality and diversity and developing a culture that values differences. We are proud to be a Disability Confident employer and committed to safeguarding and promoting the welfare of children and young people/vulnerable adults.

We offer a wide range of benefits designed to attract, develop, and reward our employees, including 40 days annual leave, flexible working, and a generous pension plan.

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