Mar
21
Complaints Officer
March 21, 2023 | Comments Off on Complaints Officer
Monday - Friday
Temp - Perm
£17.00 per hour
MUST have previous complaints experience
Office based
We are looking for keen, enthusiastic people to join our friendly and supportive team to assist with handling Corporate complaints and investigations. You will be responsible for managing a caseload of complaints from residents and service users in both boroughs, on a wide variety of subjects. It is an interesting and sometimes challenging role, and is certainly never dull.
In this role, you will be kept busy with a broad range of casework, and will need to ensure complainants and colleagues alike follow each Council's separate complaints procedure. The successful candidate will be involved in an exciting project to introduce a new two-stage procedure into both authorities later this year - it has been planned for some while and is nearly ready for implementation.
Reviewing draft responses from colleagues to corporate complaints is a key component of the job. You will also need to obtain relevant information and documentation for Ombudsman investigations, and review comments submitted by the service. You will therefore need to establish good working relationships quickly with colleagues in all services across both Councils.
We are looking for a clear, effective communicator with good common sense and an ability to analyse and summarise complex issues. The work can involve face to face contact with complainants as well as via phone or email so a sympathetic yet objective approach will be essential. The ability to work well under pressure, prioritise a varied workload, meet strict deadlines and operate effectively as part of a team are other key skills.
A good knowledge of complaint handling, or previous experience of dealing with people who are dissatisfied or unhappy, would be an advantage. An awareness of the importance of client confidentiality is important in this role.
Complaints officer, complaints, property services, social housing, repairs, complaint handling