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    Legal Case Handler - London, United Kingdom - Novax Recruitment Ltd

    Novax Recruitment Ltd
    Novax Recruitment Ltd London, United Kingdom

    1 week ago

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    Description

    Job Title:
    Senior Complaints Officer


    Job Type:
    Temporary

    We are looking for someone who is currently or recently worked in a local authority dealing with complaints and queries.

    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.

    Serve as the primary point of contact for residents raising complaints or enquiries, offering frontline 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 utilizing 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.
    Experience in investigating complex complaints, preferably within the Housing Sector or with the Housing Ombudsman.
    Proficiency in writing technical responses in lay terms for clear understanding.
    Evidence of contacting residents to understand complaints and explain decisions over the phone.

    Collaborative approach to ensure resolution of complaints and tracking actions, with a readiness to escalate cases or issues with identified or emerging risks.

    Office based/Hybrid. 3 days in 2 days remote potentially.
    phone number removed)
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