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Job Title: Complex Complaints Officer
Location: London
Start Date: ASAP
Contract Type: Temporary
Weekly Hours: 36 hours per week
Job Purpose The Complex Complaints Officer plays a vital role in delivering a high-quality complaints service, handling complex and multi-faceted cases across multiple service areas. You will be responsible for investigating and resolving complaints, ensuring compliance with policies and regulations, and restoring customer trust through prompt and effective resolution. You will also identify complaint trends and support service improvements to enhance the overall customer experience.
Principal Accountabilities • Investigate and respond to stage one complaints and member enquiries, ensuring compliance with relevant legislation, policies, and statutory obligations.
• Deliver fair and impartial complaint investigations, using an evidence-based approach to achieve satisfactory resolutions.
• Take ownership of complaints from start to closure, keeping customers informed throughout the process.
• Recommend corrective actions and service improvements based on complaint trends, supporting the Housing Complaints Manager in performance reporting.
• Advise on and recommend compensation awards for service failures in line with policies and Ombudsman guidance.
• Manage complex complaints from Cabinet Members, ensuring thorough investigations and risk management.
• Support the administration and development of the complaints database, providing training and guidance to staff.
• Work collaboratively with internal and external stakeholders, including regulators, contractors, and elected officials.
• Assist in the delivery of training on complaint handling and resolution processes.
• Ensure compliance with all regulatory requirements, including the Housing and Local Government Ombudsman Complaints Handling Code and Social Housing Regulation Bill.
Candidate Profile Essential Skills & Experience: • Relevant degree, professional qualification, or equivalent experience in housing or complaints management.
• Strong knowledge of corporate complaints processes, relevant legislation, and housing policies.
• Understanding of the Housing and Local Government Ombudsman’s role within a local authority setting.
• Proven experience in a complaint handling role, with the ability to analyse complex cases and provide fair resolutions.
• Experience working with stakeholders to drive service improvements.
• Strong written and verbal communication skills, with the ability to present findings and recommendations effectively.
• Ability to handle sensitive and challenging situations with tact and professionalism.
• Excellent problem-solving skills, with a proactive and customer-focused approach to dispute resolution.
• Strong organisational skills, with the ability to manage workloads and meet tight deadlines in a fast-paced environment.
• Proficiency in Microsoft Office packages, including Word, Excel, and PowerPoint.
Desirable Skills & Knowledge: • Experience producing management reports and presenting to senior managers and stakeholders.
• Knowledge of local authority housing services and social housing regulations.
If you are interested in this opportunity and meet the above criteria, please send your CV for consideration.
For further information regarding the position, please contact Lewis at Service Care Solutions on 01772 208 966 or email Lewis.Hodson@servicecare.org.uk.
Complaint Investigator
Job Description
Location: London
Start Date: ASAP
Contract Type: Temporary
Weekly Hours: 36 hours per week
Job Purpose The Complex Complaints Officer plays a vital role in delivering a high-quality complaints service, handling complex and multi-faceted cases across multiple service areas. You will be responsible for investigating and resolving complaints, ensuring compliance with policies and regulations, and restoring customer trust through prompt and effective resolution. You will also identify complaint trends and support service improvements to enhance the overall customer experience.
Principal Accountabilities • Investigate and respond to stage one complaints and member enquiries, ensuring compliance with relevant legislation, policies, and statutory obligations.
• Deliver fair and impartial complaint investigations, using an evidence-based approach to achieve satisfactory resolutions.
• Take ownership of complaints from start to closure, keeping customers informed throughout the process.
• Recommend corrective actions and service improvements based on complaint trends, supporting the Housing Complaints Manager in performance reporting.
• Advise on and recommend compensation awards for service failures in line with policies and Ombudsman guidance.
• Manage complex complaints from Cabinet Members, ensuring thorough investigations and risk management.
• Support the administration and development of the complaints database, providing training and guidance to staff.
• Work collaboratively with internal and external stakeholders, including regulators, contractors, and elected officials.
• Assist in the delivery of training on complaint handling and resolution processes.
• Ensure compliance with all regulatory requirements, including the Housing and Local Government Ombudsman Complaints Handling Code and Social Housing Regulation Bill.
Candidate Profile Essential Skills & Experience: • Relevant degree, professional qualification, or equivalent experience in housing or complaints management.
• Strong knowledge of corporate complaints processes, relevant legislation, and housing policies.
• Understanding of the Housing and Local Government Ombudsman’s role within a local authority setting.
• Proven experience in a complaint handling role, with the ability to analyse complex cases and provide fair resolutions.
• Experience working with stakeholders to drive service improvements.
• Strong written and verbal communication skills, with the ability to present findings and recommendations effectively.
• Ability to handle sensitive and challenging situations with tact and professionalism.
• Excellent problem-solving skills, with a proactive and customer-focused approach to dispute resolution.
• Strong organisational skills, with the ability to manage workloads and meet tight deadlines in a fast-paced environment.
• Proficiency in Microsoft Office packages, including Word, Excel, and PowerPoint.
Desirable Skills & Knowledge: • Experience producing management reports and presenting to senior managers and stakeholders.
• Knowledge of local authority housing services and social housing regulations.
If you are interested in this opportunity and meet the above criteria, please send your CV for consideration.
For further information regarding the position, please contact Lewis at Service Care Solutions on 01772 208 966 or email Lewis.Hodson@servicecare.org.uk.
