Complaints Review Officer - London, United Kingdom - Colbern Limited

Colbern Limited

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Review Officer
Tower Hamlets
Contract
£23.48 per hour

Our client is looking for an experienced Complaints Review Officer.

Responsible to the Customer Relations Manager who reports to the Head of Regulatory Assurance. The role is to undertake Stage 2 reviews of complaints casework in line with the Housing Ombudsman Code.

Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code

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

Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions.

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 enquires systems 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 enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance.

Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures

To co-ordinate receipt of all necessary information in relation to Freedom of Information and Subject Access Requests from service areas and ensure responses are provided within statutory deadlines.

To deputise for the Customer Relations Manager as required.

Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post.

Good understanding of complaints handling at a local authority.
Knowledge of housing services provided within local authorities.
Knowledge of CRM systems for complaint handling.
Experience in undertaking complex and multifaceted investigations.
Experience in composing thorough and professional complaint responses
Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.
Working in high pressured complaint handling environment
Experience in pursuing information from different teams in order to compose a professional and concise highquality response.
Experience in gathering information to provide to the Housing Ombudsman.

The first part of our recruitment process is to send your CV.

Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities.

Colbern Limited along with our clients
are an equal opportunities employer.