Senior Resolutions Officer LBHF33
Senior Resolutions Officer LBHF33
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£ 43542 - 46437
1 Vacancy
Job Description
Job Details:
About the role
At Hammersmith & Fulham we are ambitious in reforming the council to ensure this is a place for everybody. We believe our residents deserve a place that is safe clean and green with high quality services they can rely on.
Are you passionate about delivering exceptional customer service and resolving complex complaints Do you have an aptitude for coaching and assessing quality If so we have an exciting opportunity for you to join our team as a Senior Complaint Resolution Officer.
In this pivotal role you will contribute to the delivery of an effective complaints and enquiries management service. You will ensure that service standards are met and performance targets are achieved.
Your key responsibilities will include:
- Quality Assurance: Undertaking quality audits to drive up the quality of our investigations and responses to customer complaints. Ensure that responses are thorough accurate and meet the requirements of the Ombudsman complaint handling code and our policies.
- Coaching: Provide coaching support for the investigations and written responses of Customer Resolution Officers.
- Complaint Management: Handle complex and multiservice complaints coordinate responses and monitor followup actions to ensure timely resolution and customer satisfaction.
- Training Delivery: Assist with the delivery of training to new and existing staff on processes procedures and systems. Work with the manager to identify training and development needs and motivate the Complaint Resolution Team.
To be successful in this role you will need:
- Proven experience in the social housing sector and dealing with a diverse community client base.
- Experience in developing successful strategies for dispute resolution.
- Understanding and practical application of the Housing Ombudsman and LGSO complaint handling code.
- Strong leadership coaching and motivational skills.
- Excellent verbal and written communication skills.
- A commitment to continuing personal development and contributing to a positive team environment.
At Hammersmith & Fulham we pride ourselves on being an inclusive employer and promoting flexible working opportunities. We are committed to making our borough one of the most inclusive in the country where everyone feels valued and included.
Please refer to the Role Profile for more information.
Our People Values:
How we act defines who we are. At the heart of our organisation is a common approach to defining who we are. We are looking for people whocan build this into everything they do.
We are fair
We treat everyone withcompassion dignity andfairness. We value theviews and opinion of others and promote benefits andopportunities for all.
We are caring
We care about our borough anddoing things well. We focus on standards and continuousimprovement; learning fromour mistakes and celebratingsuccess.
We are collaborators
We work together for a bettersociety. We work with ourresidents businesses schoolsthird sector and others forbetter outcomes for everyone.
We are driven
We will only settle for the verybest. We seek to continuallyimprove and put our residentscustomers and businesses atthe heart of everything we do.
Our commitment to you:
At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working Click HERE to find out more.
We believe an inclusive workplace is about the visibility and representation of our local diverse community it is about open and transparent decision making coproduced with staff and residents.
It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment retention and career progression. We take a proactive approach to equity diversity and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F our workplace ensures that everybody has equitable access to opportunities.
In order to combat discrimination no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age disability gender reassignment race religion or belief sex sexual orientation marriage or civil partnership and pregnancy or maternity unless a Genuine Occupational Qualification (GOQ) applies.
We are committed to safeguarding and promoting the welfare of children young people and adults. We expect all employees workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
To explore more about the work we do towards being an inclusive employer and our commitments to achieve this please click HERE.
Asking for Adjustments
We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process.
If you would like to discuss any adjustments or request the application form in a different format please contact us at or by post to The Town Hall King Street Hammersmith W6 9JU
Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children young people and adults. We expect all employees workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
Corporate Equalities Employment Policy: In order to combat discrimination no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age disability gender reassignment race religion or belief sex sexual orientation marriage or civil partnership and pregnancy or maternity unless a Genuine Occupational Qualification (GOQ) applies.
We are a Disability Confident Employer committed to ensuring that our recruitment and selection process is inclusive and accessible.
Required Experience:
Senior IC
Employment Type
Full-Time
