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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 (phone number removed) or send an E-Mail to (url removed)#J-18808-Ljbffr

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