Our client is a social housing provider with a real focus on developing good quality affordable housing. Currently they are seeking a Complaints Officer for a 3-month temporary role.
To apply candidates will have experience in dealing with Stage 1 Complaints in a social housing setting. This role will be ideal for a candidate with transferrable skills acquired from similar roles and a strong understanding of social housing.
Duties will include:
- Acting as an organisational lead to ensure that complaints across the business are effectively resolved in line with expectations from the Housing Ombudsman Service
- Leading change across the business to identify and resolve service weakness/gaps to prevent complaints
- Leading the development of policy, systems and processes relating to all complaints
- Raising awareness of the complaints process across the business and with external stakeholders (including customers)
- Training team members across the business to help them to differentiate between a complaint, an Expression of Dissatisfaction and customer feedback.
- Identifying the root cause of complaints and ensure that relevant changes to policy or procedure are made to prevent complaints from reoccurring
- Ensuring that team members keep accurate records of all complaints on the relevant systems
- Building an excellent working relationship with the Housing Ombudsman and ensure that any investigations by the HOS are responded to effectively within the relevant timescales
- Responding to stage 2 complaints.