Complaints Officer
- Recruiter
- Confidential
- Location
- London
- Salary
- Umbrella
- Posted
- 09 Sep 2021
- Closes
- 07 Oct 2021
- Sectors
- Engineering, Defence
- Contract Type
- Contract
- Hours
- Full Time
Job Purpose
This person is responsible for assisting with investigating, resolving and responding to formal and informal complaints and enquiries regarding the service delivered by the Responsive Repairs Section, and for helping to develop and maintain a system for producing comprehensive management information about enquiries and complaints to Responsive Repairs.
As a member of the Responsive Repair Team to take individual and collective professional responsibility for championing the council's diversity agenda, proactively implementing initiatives which secure equality of access and outcomes. Also to commit to continual development of personal understanding of diversity.
Main Duties
Advising members, MPs and tenants with progress on responses, particularly where there are urgent issues.
Investigating and preparing responses to all MP and Councillor enquiries
Researching and writing responses on routine cases relating to stage 1 & 2 and Ombudsman complaints, Insurance and disrepair claims as requested by the Responsive Repairs Manager or Member and Residents Services Manager. Dealing with all routine responses to letters, queries and complaints received by the Responsive Repairs Section.
Ensuring that all responses are addressed professionally and comprehensively, carrying out necessary inquiries into each aspect of the complaints.
Person Specification/Selection Criteria
Knowledge
A general knowledge of a social housing responsive repairs service and the role of elected members, members of parliament and the ombudsman.
Knowledge of public sector complaints procedures
Experience
Experience of working in a social housing organisation.
Experience of dealing with members of the public in sometimes stressful situations where their expectations cannot always be met.
Experience of investigating issues and responding to customers and external organisations through correspondence.
Please apply below
This person is responsible for assisting with investigating, resolving and responding to formal and informal complaints and enquiries regarding the service delivered by the Responsive Repairs Section, and for helping to develop and maintain a system for producing comprehensive management information about enquiries and complaints to Responsive Repairs.
As a member of the Responsive Repair Team to take individual and collective professional responsibility for championing the council's diversity agenda, proactively implementing initiatives which secure equality of access and outcomes. Also to commit to continual development of personal understanding of diversity.
Main Duties
Advising members, MPs and tenants with progress on responses, particularly where there are urgent issues.
Investigating and preparing responses to all MP and Councillor enquiries
Researching and writing responses on routine cases relating to stage 1 & 2 and Ombudsman complaints, Insurance and disrepair claims as requested by the Responsive Repairs Manager or Member and Residents Services Manager. Dealing with all routine responses to letters, queries and complaints received by the Responsive Repairs Section.
Ensuring that all responses are addressed professionally and comprehensively, carrying out necessary inquiries into each aspect of the complaints.
Person Specification/Selection Criteria
Knowledge
A general knowledge of a social housing responsive repairs service and the role of elected members, members of parliament and the ombudsman.
Knowledge of public sector complaints procedures
Experience
Experience of working in a social housing organisation.
Experience of dealing with members of the public in sometimes stressful situations where their expectations cannot always be met.
Experience of investigating issues and responding to customers and external organisations through correspondence.
Please apply below