RMS Complaints Resolution Officer

3 months contract with an East London based Local Authority

Job Summary:

To be responsible for dealing effectively with the corporate complaints Members enquiries and Ombudsman enquiries.

To work as part of a team to deliver high quality responses to customers complaints and enquiries.

To develop and maintain good relations with service areas and partner agencies.

Promote a positive image of the Council and to enhance its reputation.

To take a lead role on a specific area of work or projects on behalf of the Manager.

Key Duties/Accountabilities:

Processing and managing complaints allocated to you.

Ensuring that complaints are properly logged and tracked.

Undertaking thorough and detailed investigations of complaints about council services and partners. This may include corporate and /or specialist areas.

Mediating and working with staff and managers to bring about the resolution of complaints and enquiries to conclusion liaising with other services as necessary.

Researching background details to complaints and conduct interviews with members of the public council officers and stakeholders and organise site visits where necessary.

Preparing responses and ensure implementation of solutions.

Evaluating the case and producing a detailed response.

Taking and ensuring follow up action is taken and the customers are kept up to date with progress and are aware of the options if they are dissatisfied.

Identifying trends and recording the learning.

To improve service delivery by providing advice regarding the services within the remit of the team.

To draft comprehensive and highquality letters and reports.

To resolve day to day queries including complex cases appeals and complaints.

To review workloads to support the achievement of the work of the Team.

To identify and propose new and innovative solutions to dealing with the work of the Team to improve the service to customers and stakeholders and to improve the reputation of the Council.

Essential Experience Required:

Knowledge of local government and local government services.

Knowledge of complaints processes.

Continually keep up to date with the law and guidance in relation to their work area

Knowledge of Microsoft Office including use of email databases spreadsheets PowerPoint and Word.

Knowledge of research techniques.

Experience of conducting detailed investigations of complaints preferably within a comparable local authority section.

Experience of successfully dealing with Members and the public including communicating difficult issues effectively orally and in writing.

Experience of working positively to engage with and understand the needs of stakeholders and Members.

Experience of project management and/or research work and relevant techniques.

Experience of working with computerbased systems.

Additional information to note:

The post holder reports to the Governance and Compliance Manager.

The post holder has no line management responsibility.

The post holder may be required to work evenings weekends and occasional public holidays in order to meet service requirements.

The closing date for this position is Friday 12/04/2024.