Job Opportunity: Complaints Investigation Officer
Are you a meticulous professional with a passion for delivering exceptional customer service? We are seeking a dedicated Complaints Investigation Officer to join our team in Southend.
Purpose of the Role:
To provide an effective complaints response service, ensuring customer expectations are maintained and exceeded.
Key Duties and Responsibilities:
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Comprehensive Complaints Handling:
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Log complaints appropriately.
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Maintain contact with residents and keep them informed.
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Investigate complaints thoroughly, involving relevant staff and managers.
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Ensure responses comply with our complaints procedure and Housing Ombudsman guidance.
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Agree on and monitor actions to resolve complaints within agreed timescales.
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Deliver comprehensive written responses to complaints within published timescales.
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Performance Reporting:
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Provide performance measures for reporting to the Executive team, Board, and other stakeholders.
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Analyse complaint themes to identify trends and implement remedial actions.
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Ombudsman Liaison:
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Collate and return evidence requests within set time-scales.
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Analyse determinations from the Housing Ombudsman and implement action plans to prevent recurrence.
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Information Requests Management:
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Track and respond to Freedom of Information (FOI) and Subject Access Requests in a timely manner, ensuring compliance with legislation and policy.
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Support Duties:
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Provide general support to the Corporate Services Team.
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Conduct resident telephone surveys as required.
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Cover for other staff members as necessary.
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Maintain confidentiality and secure handling of sensitive information.
Person Specification:
Essential Education:
- At least 5 GCSEs or equivalent, including English Language.
Skills and Experience:
- Literate and numerate with excellent grammar.
- Minimum 2 years' experience in complaint handling and investigations.
- Experience in a customer-focused role and working in an office setting.
- Proficient in Microsoft applications (Excel, Word, Teams, SharePoint).
- Organized, with strong file management and workload prioritization skills.
- Professional telephone manner and ability to communicate across all staff levels.
- Experience working unsupervised and within a small team.
Disposition:
- Caring, calm, understanding, flexible, and self-motivated.
Join us and play a pivotal role in ensuring our residents receive the highest standards of service and support. Apply today to become a vital part of our team dedicated to excellence in complaints management.