Senior Complaints Officer - Westminster, United Kingdom - Daniel Owen Ltd

Description

Senior Complaints Officer
Based in Westminster
Office based/Hybrid. 3 days in 2 days remote potentially.
£24.53per hour PAYE

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. They will be preparing and sending written responses. Please qualify your candidate before submission and note that we conduct competency-based interviews over MS teams.


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 front line 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 utilising 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 Council and Ombudsman requirements.
Provide an overview of contract performance for complaints and enquiries, monitoring relevant information.