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; .