Senior Complaints Officer

  • £24.53 - £25.53 per hour
  • Westminster, London

Senior Complaints Officer
Based in Westminster
Office based/Hybrid. 3 days in 2 days remote potentially.
£24.53per hour PAYE

We are looking for someone who is currently or recently worked in a local authority dealing with complaints and queries. Candidates will need excellent communication skills- written and verbal. They will be preparing and sending written responses. Please qualify your candidate before submission and note that we conduct competency-based interviews over MS teams.

Role Overview:

  • The Senior Complaints Officer will be a key player in managing and responding to complex housing complaints, ensuring effective resolution, and maintaining high service standards

Main Responsibilities:

  • Serve as the primary point of contact for residents raising complaints or enquiries, offering front line housing information and advice.
  • Manage and draft responses to Enquiries from Cabinet members, MPs, and the Ombudsman, meeting deadlines and maintaining quality standards.
  • Assist in creating case files for the Housing Ombudsman and managing recommendations from final determination reports.
  • Maintain the complaints system, ensuring timely recording of complaints and enquiries, and support officers in utilising the complaints database.
  • Monitor and report on performance of the complaints and enquiries service, conducting monitoring and auditing tasks as directed.
  • Coordinate information within the Housing Team to ensure comprehensive responses to complaints and enquiries, meeting Council and Ombudsman requirements.
  • Provide an overview of contract performance for complaints and enquiries, monitoring relevant information.
Alix Webb Recruitment Consultant

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