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One of our local authority clients are currently recruiting for a Senior Complaints Officer. This is a temporary contract for 2 months with possible further extension based on budget and performance.
Main Purpose of Post/Job Summary
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.
Duties and Responsibilities
* 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.
The above is a brief overview of the role, details and specification will be provided should you be successful. If interested in this position, please send your CV to Jahker Miah at Coyle Personnel Ltd