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Eastleigh

    Senior Complaint's Officer - Eastleigh, Hampshire, United Kingdom - Service Care Solutions

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    Description

    Job Title:
    Senior Complaint Officer


    Type:
    Permanent


    Start Date:

    ASAP
    Our client is seeking Senior Complaint Officers to oversee and resolve Stage 2 complaints effectively.
    Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service.
    Conduct investigations into escalating/escalated complaints and reach outcomes based on each case while managing risk to the organisation.

    ~ Collate information in response to Housing Ombudsman Service requests, ensuring submissions are of high quality and meet deadlines.

    ~ Liaise and develop working relationships with other departments and external stakeholders, including local councillors and contractors.

    ~ Assist with feedback to colleagues, managers, or teams on avoidable complaints and/or escalations.

    ~ Identify areas in systems, processes, policies, or training that may cause complaints or escalation and suggest improvements.

    ~ Support the collation of reports and governance contributions as required on complex and escalated complaints.

    ~ Periodically handle Stage 1 complaints to support team objectives and provide resource cover at peak times.

    Customer-focused with a polite and empathetic telephone manner and a passion for excellent service.

    ~ Experience in handling complex complaints and customer feedback, with a capacity to analyse and evidence findings.


    If you require any additional information regarding the position, please call David at Service Care Solutions on or send an E-Mail to david.


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