Complaints Review Officer
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Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
We are working closely alongside a Local Authority in Tower Hamlets to assist with the appointment of a Complaints Review Officer on a 1.5-month contract likely to be extended at clients discretion. Please apply with your CV for immediate consideration.
Rate of Pay: 24.12 - 31.92 per hour
Summary:
The Complaints Review Officer will ensure residents receive a fair thorough and resident-focused review of their complaints. Acting as a business partner to the Housing Management Service the post holder will support compliance with the Housing Ombudsman Complaint Handling Code draft high-quality responses manage complex complaint cases and identify learning to prevent escalation to the Housing Ombudsman.
Responsibilities:
- Investigate and respond to complex complaints including Stage 1 and Stage 2 cases high-profile Member Enquiries and Housing Ombudsman cases
- Monitor and report on performance and compliance with the Housing Ombudsman Complaint Handling Code
- Draft clear accurate and high-quality complaint responses within statutory timescales
- Reduce complaint escalations by ensuring agreed actions are recorded monitored and delivered
- Maintain oversight of corrective actions and keep residents informed of progress
- Provide dedicated case management for complex and ad hoc cases maintaining a clear audit trail
Essentials:
- Relevant experience in complaints handling within a local authority or registered housing provider
- Experience of managing complex investigations and drafting professional responses
- Knowledge and experience of working with the Housing Ombudsman and regulatory frameworks
- In-depth knowledge of the Housing Ombudsman Complaint Handling Code
- Strong understanding of social housing services and local authority environments
Please note:
- You should be available to work immediately or at a short notice.
- You should have right to work in U.K
- This role requires a Basic DBS
Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary though assignments can be and often are extended by clients on a longer term basis and can sometimes become permanent.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
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