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North London
My clientis recruiting for aPrincipal Complaints Officer based within the local Authority in North London and the surrounding area.
Responsibilities
- To monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the service area that result in complaints, ensuring the learning from complaints is used to support a cycle of continuous improvement.
- To provide comprehensive resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.
- To manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented.
- To assist in the managing of Stage 1 complaints received across the service area in addition to providing professional advice and support on all aspects of managing complaints and responses for other council departments and partner organisations until completion.
Requirements
- Experience in a similar role in the public, no statutory or private sector
- Experience of dealing with customer complaint including verbal and written responses.
- The ability to effectively monitor and respond to Stage1, Chief Exec, Members and Local Government & Social Care Ombudsman and Housing Ombudsman complaints to ensure that targets are met.
- The skills and ability to ensure that wherever possible, issues are resolved first time
- Initial 3 to 6 month ongoing contract with the opportunity to extend
- PAYE via Umbrella
- Monday to Friday
- 9am to 5pm
for immediate consideration pleaseapply
