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- Draft Responses: Prepare responses to complaints and enquiries, ensuring a robust and consistent approach, high accuracy, thorough investigations, and full resolution of issues in accordance with the Ombudsman Complaint Handling Code.
- Service Delivery: Manage an effective complaints, enquiries, and compliments service to meet service standards.
- Information Provision: Supply information to the corporate complaints service for Freedom of Information enquiries, Ombudsman cases, and Subject Access Requests as per Council policies.
- Support Staff: Assist housing and other department staff in resolving issues efficiently to meet performance targets and prevent complaint escalation.
- Performance Reporting: Contribute to performance reports and promote learning from complaints to facilitate continuous service improvements.
- Monitoring and Tracking: Oversee complex complaints, enquiries, and specialist investigations, ensuring follow-up works are completed, liaising with contractors and internal departments.
- Collaboration: Work with elected members, managers, and contractors, providing regular feedback to residents to ensure consistent practices.
- Consultation Coordination: Facilitate consultations with customers to involve them in service reviews and improvements.
- Complaint Resolution: Address and resolve complaints and enquiries to prevent escalation.
- Support Corporate Team: Assist the corporate complaints team in gathering information and conducting specialist investigations into complex complaints.
- Follow-Up Monitoring: Ensure follow-up works are completed within agreed timescales, embedding learning from complaints into the process.
- Relationship Building: Maintain effective relationships with customers, keeping them informed on the progress of their complaints to ensure confidence in the process.
- Learning and Improvement: Contribute to lessons learned and actions taken to prevent future service failures and complaints.
- Compensation Awards: Determine compensation levels for customers in line with relevant policies.
- Training and Policy Development: Work with the line manager to identify training needs and ensure new service managers understand complaint handling requirements.
- Stakeholder Relationships: Build and maintain productive relationships with internal and external stakeholders.
- Policy and Service Development: Contribute to the development of policies, practices, procedures, and service planning for Growth and Place, participating in projects, working groups, and audits as directed.
- Experience: Proven experience in working with residents to resolve complaints and dealing with a diverse community client base, developing successful dispute resolution strategies.
- Organisational Skills: Ability to manage, organise, and coordinate a large caseload, handling conflicting priorities effectively.
- Record Keeping: Experience in setting up and maintaining accurate records, including database and spreadsheet management.
- Communication Skills: Excellent verbal and written communication skills, with the ability to present information clearly and accurately.
- Persuasion and Negotiation: Ability to persuade and negotiate with stakeholders to achieve desired outcomes.
- Commitment: Dedication to continuing personal development.
