Senior Complaints Officer WCR 3

Job title - Senior Complaints Officer Location - LondonContract - Temp - OngoingStart Date: AsapSalary: £27.13 Umbrella P/HOur client is seeking a Senior Complaints Officer to join their team. The company is a high-profile organisation that is dedicated to maintaining and enhancing the city. The successful candidate will play a vital role in supporting the team to manage and respond to complaints effectively.Job Responsibilities:

• Act as a point of contact for residents wishing to raise a complaint or general enquiry.
• Provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
• Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman ensuring that deadlines for responses are met.
• Support the creation of case files for the Housing Ombudsman.
• Manage all recommendations made by the Housing Ombudsman in its final determination report.
• Ensure the complaints system is maintained and complaints and enquiries are recorded within target times.
• Support and train officers in their use of the complaints database.
• Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
• Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
• Produce an overview for the complaints and enquiries regarding contract performance.

Requirements:

• Experience of investigating complex complaint investigations, particularly for the Housing Sector or with the Housing Ombudsman.
• Ability to reach a balanced outcome when you do not have enough evidence to support/disprove the complaint.
• Can write a technical response in lay terms to ensure it is understood.
• Evidence of contacting residents to understand their complaint and to explain your decision over the phone.
• Can work collaboratively to ensure resolution to complaints/tracking actions and escalating cases/issues where there are identified or emerging risks.

If you are interested in the position and wants to hear more information regarding the role please give me a call on or alternatively email Arran at