Complaints Officer - London, United Kingdom - Tempting Recruitment

Tempting Recruitment
Tempting Recruitment
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Tempting Recruitment are working alongside our client, a Housing Association, who are looking to recruit an experienced Complaints Officer to join their team based in the London area.


JOB DETAILS

  • PAY RATE: £24.
73 per hour Umbrella

  • WORK TYPE: Temporary
  • WORK PATTERN: Full Time
  • LOCATION: London

JOB SUMMARY


A key role within the Policy and Customer Experience Team, the Complaints Officer will help us to deliver on our Residents Promise.

In this role you'll be instrumental in improving satisfaction, specifically complaints experience and, play a key role in facilitating the Housing Association, to deliver an excellent complaint function.

The complaints function is an important way for residents to give us feedback, and your input will ensure we're valuing that feedback, and doing the things that make an impact.


JOB DESCRIPTION
The duties and responsibilities of the role will include:

  • Oversee the management and effective recording of complaints on the complaints database, carrying out regular checks of cases being captured and feeding back where improvements are required.
  • Liaise with the Housing Ombudsman Service (HOS) on cases, providing information requested and liaising with the managers providing the data.
  • Produce complaints data for operational managers and directors which encourage and evidence learning and improvement, including reporting on outcomes of reviews and Housing Ombudsman enquiries.
  • Responsible for recruitment of and generating a pool of independent reviewers and independent managers, including recruitment, training, and supporting them.
  • Assist in driving improvement in complaint responses and handling through regular quality assurance audits of letters, follow ups and timescales being kept.
  • Ensure the Customer Experience Manager and relevant operational managers are made aware of any complaints that could be potential risks to overall customer service, regulatory compliance, or reputation.
  • Track those residents who are in touch with the HoS, even if not formally, to allow operational teams to have visibility of the risk.
  • Responsible for dissemination of HoS determination; providing feedback from HoS, in a standardised format for all determinations for circulation/communication. Working collaboratively to identify learning.
  • Develop and manage a library of HoS outcomes and determinations themes, trends, actions etc.
  • Proactively identifying satisfaction quality issues, independently reviewing quality of complaint handling on a sample of cases, and offering relevant feedback or insight to managers of the operational businesses.
  • Provide ad hoc consultancy, advice, and support to operational teams as they respond to complaints and duly made cases, in particular with more complex or high risk cases.
  • Liaise and maintain relationships with relevant external organisations and partnerships with a view to promoting the Housing Association as a good practice landlord.
  • Maintain high quality data, reviewing approach to data management as needed.

THE SUCCESSFUL CANDIDATE

  • Experience and knowledge of the affordable housing sector and the regulatory environment in which it operates.
  • Experience of working in a customer focussed environment
  • Experience of working in a regulated environment and managing risk. Using different data sources to identify risks and opportunities.
  • Experience of working in a service recovery/complaint environment.
  • Knowledge of Regulatory framework for Social Housing, and the Housing Ombudsman Service and their function.
  • Excellent problem solving and analytical skills, demonstrating curiosity and the ability to understand complex information and draw conclusions that make a difference.
  • Excellent organisational skills to allow yourself, and engage others to, meet deadlines
  • Excellent IT skills including, including Microsoft Office (Excel to intermediate level) and experience of working with other reporting and data systems.
**HOW TO APPLY
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