Our client is in search of experienced Senior Complaints Officers to manage and resolve Stage 2 complaints. This role demands the ability to conduct thorough investigations and effectively communicate outcomes to all involved parties. You will need to posses strong interpersonal skills and have a knack for creative problem solving. Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service. You will be instrumental in maintaining their commitment to a customer-first approach and will need the ability to quickly build a rapport with people at all levels.
Key Responsibilities - Senior Complaints Officer
- Conduct comprehensive investigations into escalated complaints, ensuring informed decisions are made while mitigating organisational risks.
- Communicate findings and resolutions clearly to customers and stakeholders, both verbally and in writing, presenting a compelling case.
- Gather and organise 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 - Senior Complaints Officer
- Exceptional written communication skills, adept at conveying messages clearly and succinctly.
- Customer-centric approach with a courteous and empathetic telephone manner, driven by a commitment to delivering outstanding service.
- Proven experience in managing intricate complaints and customer feedback, with the ability to analyse and substantiate findings effectively.
Additional Information - Senior Complaints Officer
If you are interested, 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.