We are currently recruiting for a Complaints Review Officer on behalf of our public sector client in East London.
This is a temporary assignment initially for 3-6 months with view for further extension thereafter and is paying £23.48 per hour PAYE or £30.81 per hour Umbrella.
The role is to ensure residents are provided a fair and thorough review of their complaints at the point of escalating to Stage 2 of the Complaints Process.
The successful applicant will have a good understanding of complaints handling at a local authority, with knowledge of housing services provided.
- Responsible for drafting high quality responses, identifying learning and working with services to prevent cases escalating to the Housing Ombudsman service
- Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME's and ombudsman cases
- Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed
- Draft high quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines
- Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines
- Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the council's financial regulations
- Audit the use of complaints and member enquiries sytems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management
- Provide accurate and timely reports and briefings concerning complaints, members enquiries and Freedom of Information requests
Key skills and experience
- Experience of CRM systems for complaint handling
- Experience in undertaking complex and multifaceted investigations
- Working in high pressured complaint handling environment
- Experience in gathering information to provide to the Housing Ombudsman
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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