Complaints Review Officer
Tower Hamlets
£28 per hour umbrella
Contract (12 months+)
The Role:
This role is to ensure residents are provided a fair and through review of their complaints at the point of escalating to Stage 2 of the Complaints Process. You will be responsible for drafting high quality responses, identifying learning and working with services to prevent cases escalating to the Housing Ombudsman service.
Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code
Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME's and ombudsman cases.
Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures
The Candidate:
Good understanding of complaints handling at a local authority.
Knowledge of housing services provided within local authorities.
Experience in undertaking complex and multifaceted investigations.
Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.
Working in high pressured complaint handling environment
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)