Complaints Officer - London, United Kingdom - Bridge of Hope

Bridge of Hope

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Officer required for our public sector client to work Hybrid
£18.76 per hour PAYE
6 months - possible extension
Hybrid Working

This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training.

Take individual and collective responsibility for championing diversity agenda and implementing initiatives that provide equality of access and opportunity at all levels of the organisation and for our stakeholders.

Ensure all complaint investigations are carried out in a timely, rigorous and effective manner
Set up meetings for the senior complaint resolution officer relating to cases in these service areas, ensuring investigations are supported with any necessary administration and information
Ensure excellent record keeping, for audit purposes, in line with best practice, organisational and data requirements
Ensure all cases are entered onto the CRM system and are kept up to date
Ensure that any support a vulnerable customer needs, such as an interpreter, is put in place for any meetings
Support the senior complaint resolution officer in dealing with stage two complaints for these service areas
Check validity of complaint to ensure that adequate information is available before instigating an investigation
Establish all the issues to be resolved through contact with the customer, other interested parties and service area/s
Analyse and evaluate information to ensure that the complaint falls within the jurisdiction of the client, sign-posting customers to other organisations if applicable

Identify appropriate investigative method/s to use such as review of files, interviewing staff, speaking to customers, visiting site areas etc.

which may be required to ensure a thorough and robust investigation is undertaken
Clearly determine outcome/s of a complaint including any suggested recommendations

Draft responses setting out any complex arguments in well written, plain English, on behalf of the senior complaint resolution officer.

Promote a positive culture across the client in respect of complaint management, including ownership and accountability
Work with services to identify training needs both in relation to effective complaint management and in using the CRM system
Working with the rest of the complaint resolution team, deliver high quality training to officers and members on all aspects of complaint management
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.