A fantastic opportunity has emerged for a Complaints Officer to join one of Adecco's most improved public sector housing clients in a temporary role, initially for six months. The role is responsible for investigating and responding to complaints, enquiries, SARS and FOI requests made to the company, identifying and making recommendations for service improvement and sometimes consulting with service users.
Based in South London but working hybridly (just 1 day each week in the office), this is a full time role (36 hours each week, Monday to Friday), strong knowledge of the homeless & adult social care customer journey and relevant legislation is a distinct advantage to undertake this job role.
Other responsiblities include:
- Manage a rolling caseload of complaints to ensure that intended outcomes for service users and the company are delivered within agreed service standards
- Identify and recommend service delivery improvements to enhance service users' outcomes
- Liaise with service users to resolve problems
- Keep up to date with changes in policy, legislation and contractual requirements to ensure service delivery complies with appropriate regulations
- Coordinate and administer the effective handling and resolution of complaints and enquiries relating to the services delivered by the company, in line with policies and procedures.
- Ensure that all issues raised are appropriately covered and that the content and quality are to a high standard.
- Respond to Freedom of Information requests, Subject Access Requests and Local Government Ombudsman enquiries, ensuring deadlines are met and responses are accurate and appropriate.
- Manage expectations ensuring that needs are assessed, expectations are managed, and proactive resolutions are identified by explaining what the organisation can and cannot do and the timeframes involved.
- Ensure all complaints and enquiries are thoroughly investigated fairly, and responded to accurately within agreed timescales, providing an appropriate resolution and response whilst following the Complaints Procedure guidelines.
- Develop and maintain relationships with external and internal stakeholders, liaising with them proactively to support and deliver results.
Please note, experience of investigating complaints and producing high quality responses and reports without close supervision is a key element of this role.
Only applicants who feel they meet the above criteria and can start on short notice (1-2 weeks' notice) need apply.