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Senior Complaints Officer
2 months ago
We are seeking a highly skilled and experienced Senior Complaints Officer to join our team at Brackenberry Ltd. As a Senior Complaints Officer, you will be responsible for managing complex housing complaints and providing effective frontline housing information and advice services.
Key Responsibilities:- Act as a point of contact for residents wishing to raise a complaint or general enquiry, providing an effective and proactive service.
- Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman, ensuring high-quality standards are maintained and deadlines are met.
- Support the creation of case files for the Housing Ombudsman and manage all recommendations made by the Housing Ombudsman in its final determination report.
- Ensure the complaints system is maintained and complaints and enquiries are recorded within target times, supporting and training officers in their use of the complaints database.
- Demonstrable experience of managing complex housing complaints and investigating complaints, providing written reports and responses.
- Experience of working within social housing, working in accordance with the councils' management systems, policies, and procedures.
- Ability to identify and resolve problems, plan, organise, and prioritise work, producing a high level of output to quality standards.
- Excellent written skills and experience of working with computerised record keeping, ideally including document management systems.
- Experience of working under pressure to deliver results under challenging timeframes with limited resources and liaising effectively with internal and external stakeholders.
- Effective communicator with customer relationship skills and understanding of successful budget/resource management, working within a team environment.
- Understanding of project and programme management and experience in a contract environment.
- A competitive rate of pay: £31.48 per hour.
- The opportunity to work with a reputable company, Brackenberry Ltd, and contribute to the success of our team.
- A chance to develop your skills and experience in a dynamic and challenging environment.
Please note that you should be available to work immediately or at short notice and have the right to work in the UK.
Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and are an equal opportunity employer.
