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City of Westminster

    Senior Complaints Officer - City of Westminster, United Kingdom - Aatom Recruitment

    Aatom Recruitment
    Aatom Recruitment City of Westminster, United Kingdom

    4 weeks ago

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    Contract Administrative
    Description

    Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Senior Complaints Officer on a 3 months contract initially with a possibility of further extension.


    Role Overview:


    The Senior Complaints Officer will be a key player in managing and responding to complex housing complaints, ensuring effective resolution, and maintaining high service standards.


    Main Responsibilities:
    Serve as the primary point of contact for residents raising complaints or enquiries, offering frontline housing information and advice.
    Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman, meeting deadlines and maintaining quality standards.
    Assist in creating case files for the Housing Ombudsman and managing recommendations from final determination reports.
    Maintain the complaints system, ensuring timely recording of complaints and enquiries, and support officers in utilizing the complaints database.
    Monitor and report on performance of the complaints and enquiries service, conducting monitoring and auditing tasks as directed.
    Coordinate information within the Housing Team to ensure comprehensive responses to complaints and enquiries, meeting client's and Ombudsman requirements.
    Provide an overview of contract performance for complaints and enquiries, monitoring relevant information.

    We are looking for someone who is currently or recently worked in a local authority dealing with complaints and queries.

    Candidates will need excellent communication skills- written and verbal. You will be preparing and sending written responses.
    If this sounds good to you, please apply for immediate contact or call Inesa directly

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