Resolutions Officer

6 days ago

London, United Kingdom Positive Employment Full time

Positive Employment is currently recruiting an experienced Resolutions Officer for our client based in Newham.

**Duties and Responsibilities but not limited to**:

- To be responsible for dealing effectively with the corporate complaints, Members enquiries and Ombudsman enquiries.
- To be familiar with all aspects of the work of the team, legislation, guidance and protocols.
- To provide advice and guidance to staff, stakeholders and members of the public on all aspects of work covered by the team.
- To be responsible for detailing with complaints effectively which will include:

- Processing and managing complaints allocated to you,
- ensuring that complaints are properly logged and tracked,
- Undertaking thorough and detailed investigations of complaints about Council Services and partners,
- Mediating and working with staff and managers to bring about the resolution of complaints and enquiries to conclusion,
- Preparing responses and ensure implementation of solutions,
- Identifying trends and recording the learning.

**Personal Requirements**:

- Knowledge of complaints processes and local government and local government services.
- Microsoft Office skills.
- A levels or equivalent educational standard or equivalent work-related attainment in a customer care environment.
- Experience working in housing or corporate complaints.
- Experience of project management and/or research work and relevant techniques.
- Experience of working with computer-based systems.
- 5 Years references.
- **Working Hours**:8_:00am - 16:00pm, Monday - Friday_

**Pay: £22.04 p/h Umbrella

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