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- Draft and deliver high-quality responses to complaints, enquiries, and compliments, ensuring accuracy, consistency, and compliance with organisational policies and the Ombudsman Complaint Handling Code.
- Investigate and resolve issues efficiently to prevent escalation, working collaboratively with internal and external stakeholders.
- Monitor and track complex cases, ensuring follow-up actions are completed within agreed timescales and to the satisfaction of customers.
- Provide regular feedback to residents and stakeholders, maintaining transparency and confidence in the complaints process.
- Contribute to performance reports and promote learning from complaints to drive continuous service improvement.
- Support the corporate complaints team by collating information, conducting specialist investigations, and coordinating responses.
- Award compensation in line with relevant policies and ensure lessons learned are embedded to prevent future service failures.
- Build and maintain strong relationships with customers, contractors, elected members, and internal teams to ensure consistent practices across the department.
- Contribute to policy development and participate in projects, audits, and service reviews as directed.
- Align actions and decisions with the organisation’s commitment to addressing climate and ecological challenges.
- Proven experience in resolving complaints and working with diverse communities to achieve successful outcomes.
- Strong ability to manage a high-volume caseload, prioritise effectively, and meet deadlines in a fast-paced environment.
- Excellent verbal and written communication skills, with the ability to present information clearly and persuasively.
- Experience in maintaining accurate records and managing databases or spreadsheets.
- A collaborative approach, with the ability to negotiate and build relationships with a wide range of stakeholders.
- A commitment to personal development and continuous improvement.
- Knowledge of Freedom of Information enquiries, Ombudsman cases, or Subject Access Requests.
- Experience in policy development or contributing to service improvements.
