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Complaints / Resolutions Officer Role Legal Disrepair Officer - Housing / Repairs Based in London Bridge Hybrid Working - 1 day in the office a week Temp to Perm Role Dealing with stage 1 and stage 2 complaints Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day to day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team. We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements. To investigate complex complaints made under the Council's Corporate Complaints process To investigate and respond to enquiries made by the Local Government Ombudsman (LGO). To carry out investigations in line with the Council's overall vision, values and strategic aims, ensuring that excellent customer service is delivered. To provide a high quality service in terms of clerking and providing advice to the Tenancy and Leaseholders Arbitration Tribunals in accordance with the legal framework, Tribunals Rules and Procedures. Act as lead officer to departments on the management of complaint investigations and arbitration hearings Key skills: Dealing with Stage 1 & Stage 2 complaint responses Handling large case loads Liaising with Solicitors/Contractor's Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service. Take responsibility for your own learning and development Excellent PC skills including Microsoft Word and Excel Excellent verbal and writing skills
The Senior Complaints Officer is dedicated to resolving customer complaints, both orally and in writing, in a timely manner. They are also responsible for ensuring that issues that could affect other customers are identified and fed back. To support customers through the final stages of the internal complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case. You will handle and respond to regulator requests for information (enquires and investigation packs) and ensure that all information is collated and prepared to a good quality and provided within the required timeframe. Main Duties Become a customer experience expert and brand ambassador, providing the highest standard of customer service. Conduct investigations into escalated complaints and reach an outcome based on the merits of each case, managing risk to the organisation. Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case. Collate information in response to requests for information from regulators, presenting a good quality response to enquiries or investigations, ensuring that the appropriate sign off process is adhered to at all times. Liaising and develop a working relationship with other Departments across the organisation and external stakeholders, including regulators, contractors, and local councillors. Assist with any necessary feedback to individual colleagues, managers, or teams on avoidable complaints and/or escalations. Identify systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities. Supporting the collation of reports and governance contributions, as required, on complex and escalated complaints. Skills and Knowledge Experience of working within a complaint handling role, with the ability to analyse complex complaints and customer feedback issues and evidence findings. Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly. Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service. Keen attention to detail. Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy. Problem-solving skills, with an eager, positive, and proactive approach. Ability to manage workload to ensure timescales are met, in a fast-paced environment. A good working knowledge of Microsoft office packages including Outlook, Word and Excel. Strong organisational skills.
Job Title: Senior Complaint Officer Salary: £32,682.30 per annum Hours: 37 Type: Permanent Location: Eastleigh, SO50 Start Date: ASAP Our client is seeking Senior Complaint Officers to oversee and resolve Stage 2 complaints effectively. Responsibilities include conducting investigations, making impartial decisions, and communicating results clearly to all stakeholders. Strong communication and problem-solving skills are essential for collaborating with external partners and handling unique issues. Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service. You will be instrumental in maintaining our commitment to a customer-first approach. Key Duties and Responsibilities: Conduct investigations into escalating/escalated complaints and reach outcomes based on each case while managing risk to the organisation. Communicate findings and outcomes to customers and stakeholders clearly and concisely, constructing a strong oral and written case. Collate information in response to Housing Ombudsman Service requests, ensuring submissions are of high quality and meet deadlines. Liaise and develop working relationships with other departments and external stakeholders, including local councillors and contractors. Assist with feedback to colleagues, managers, or teams on avoidable complaints and/or escalations. Identify areas in systems, processes, policies, or training that may cause complaints or escalation and suggest improvements. Support the collation of reports and governance contributions as required on complex and escalated complaints. Periodically handle Stage 1 complaints to support team objectives and provide resource cover at peak times. Requirements: Excellent written communication skills with an ability to distil messages clearly and succinctly. Customer-focused with a polite and empathetic telephone manner and a passion for excellent service. Experience in handling complex complaints and customer feedback, with a capacity to analyse and evidence findings. If you require any additional information regarding the position, please call David at Service Care Solutions on or send an E-Mail to
Senior Complaints Officer Job Type: Full-time Location: Eastleigh Salary: £32,682 We are seeking a dedicated Complaints Officer to join our team, focusing on investigating final stage complaints and delivering fair and objective resolutions. You will be an excellent communicator, adept at building relationships with various stakeholders, and possess strong problem-solving skills. As an ambassador for our customer-first approach, you will play a key role in enhancing our customer experience and service delivery. Day to Day of the role: Investigate final stage (Stage 2) complaints, ensuring a fair and objective decision-making process. Communicate outcomes to customers, colleagues, and stakeholders in a clear and concise manner. Build effective working relationships with other departments, the Housing Ombudsman, contractors, and local councils. Handle communications via phone and in writing, addressing issues and providing solutions. Produce investigation packs for the Housing Ombudsman Service when requested. Champion our customer-first approach throughout the complaint journey, contributing to continuous improvement in customer experience. Required Skills & Qualifications: Proven experience in complaint handling or a similar role. Exceptional communication and relationship-building skills. Strong problem-solving abilities with a proactive approach to finding solutions. Ability to work independently and as part of a dynamic team. Commitment to delivering excellent customer service and improving service delivery. Benefits: Competitive salary. Opportunities for professional development and growth within the organisation. Being part of a team committed to making a positive impact on communities and customers. To apply for the Complaints Officer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
Our client is in search of experienced Senior Complaint Officers to adeptly manage and resolve Stage 2 complaints. This role demands the ability to conduct thorough investigations, render impartial decisions, and effectively communicate outcomes to all involved parties. Strong interpersonal skills and a knack for creative problem-solving are imperative for fostering productive collaborations with external partners and addressing unique challenges.. Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service. You will be instrumental in maintaining our commitment to a customer-first approach. Key Responsibilities: Conduct comprehensive investigations into escalated complaints, ensuring informed decisions are made while mitigating organizational risks. Communicate findings and resolutions clearly to customers and stakeholders, both verbally and in writing, presenting a compelling case. Gather and organize information promptly in response to requests from the Housing Ombudsman Service, maintaining a high standard of submission quality and meeting established deadlines. Liaise and develop working relationships with other departments and external stakeholders, including local councillors and contractors. Provide constructive feedback to colleagues, managers, or teams regarding preventable complaints or escalations. Identify potential areas for improvement within systems, processes, policies, or training that could lead to complaints or escalations and recommend enhancements. Assist in compiling reports and contributing to governance activities related to complex and escalated complaints as needed. Occasionally handle Stage 1 complaints to support team objectives and provide additional coverage during peak periods. Requirements: Exceptional written communication skills, adept at conveying messages clearly and succinctly. Customer-centric approach with a courteous and empathetic telephone demeanor, driven by a commitment to delivering outstanding service. Proven experience in managing intricate complaints and customer feedback, with the ability to analyze and substantiate findings effectively. Additional Information If you find that this Customer Service Advisor role is a suitable match with yourself please apply today for this role by clicking on the apply button. As we anticipate a large volume of applications we are unfortunately unable to respond to each individual application. We will contact you within 3 working days if we are able include you on the shortlist, so after this time please assume you have not been successful.