Executive Enquiries Lead

Executive Enquiries Lead
Based in Basildon
Monday to Friday
Office based

To manage and respond to escalated complaints and enquiries sent to the CEO's office or raised by MPs and Councillors, ensuring these are resolved efficiently and in compliance with the Housing Ombudsman Complaint Handling Code.

Key Responsibilities:

• Manage escalated complaints and enquiries from the CEO's office, and Councillors.
• Ensure all escalated issues are resolved promptly and in compliance with the Housing Ombudsman Complaint Handling Code,
• Liaise with internal teams to gather information and provide accurate and timely responses.
• Maintain accurate records of all interactions, ensuring transparency and accountability
• Provide feedback to senior management on trends in escalated complaints to drive service improvement.

Skills and Abilities:

• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Organisational and time management skills with the ability to deliver against SLAs
• Excellent knowledge of the Housing Ombudsman Complaint Handling Code