Senior Complaints Officer

Westminster

£28 per hour umbrella

Contract (3 months+)

The Role:

The post holder will play a vital part in helping to support the team manage and respond to complaints.

They will support the Complaints and Service Improvement Team with incoming complex housing complaints (Stage 2), including prioritising and responding to enquiries, distributing cases, chasing information, managing incoming documentation, and preparing responses.

Main responsibilities:

• Act as a point of contact for residents wishing to raise a complaint or general enquiry, provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
• Manage and draft responses to enquiries from Cabinet members, MPs and Ombudsman ensuring that deadlines for responses are met, dealt with effectively and ensure high quality standards are maintained
• Support the creation of case files for the Housing Ombudsman

The Candidate:

• Have you got experience of investigating complex complaint investigations? Particularly for the Housing Sector or with the Housing Ombudsman.
• Can you reach a balanced outcome when you do not have enough evidence to support/disprove the complaint?
• Can you write a technical response in lay terms to ensure it is understood?
• Have you got evidence of contacting residents to understand their complaint and to explain your decision over the phone?
• Can you work collaboratively to ensure resolution to complaints/tracking actions and escalating cases/issues where there are identified or emerging risks?

How to Apply:

Please submit your application via the contact details provided and you will be contacted with further information about this opportunity or call me on; (phone number removed).