Principal Complaints Officer
Islington
Job Role
To manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented.
To provide one stop resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.
To monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the Customer Service Division that result in complaints ensuring the learning from complaints is used to support the business in a cycle of continuous improvement.
To assist in the managing of Stage 1 complaints received across Financial Operations and Customer Services in addition to providing professional advice and support on all aspects of managing complaints and responses for other council departments and partner organisations until completion.
To investigate and respond to corporate enquiries and complaints relating to Chief Executive stage complaints, members enquires, Local Government & Social Care Ombudsman and Housing Ombudsman matters received by the Financial Operations and Customer Service Division, either directly or via other council departments in line with current legislation and council policy.
As directed, to investigate stage 1 and other complaints and enquires received by the Financial Operations and Customer Service Division, providing detailed and comprehensive responses within the council's timescales. In addition, to make recommendations to resolve matters and support service development.