Senior Complaints Officer
WCSCO_1714483763
Posted: 30/04/2024
- £24.53 - £25.53 per hour
- Westminster, London
- TEMPORARY
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.
