Complaints Investigation Officer
other jobs TC PERSONNEL LIMITED
Added before 74 Days
- England,East of England,Essex,Southend-on-Sea
- full-time
- £27,000 per annum
Job Description:
Job Opportunity: Complaints Investigation Officer Are you a meticulous professional with a passion for delivering exceptional customer service? We are seeking a dedicated Complaints Investigation Officer to join our team in Southend.
Purpose of the Role: To provide an effective complaints response service, ensuring customer expectations are maintained and exceeded.
Key Duties and Responsibilities: * Comprehensive Complaints Handling:
* Log complaints appropriately.
* Maintain contact with residents and keep them informed.
* Investigate complaints thoroughly, involving relevant staff and managers.
* Ensure responses comply with our complaints procedure and Housing Ombudsman guidance.
* Agree on and monitor actions to resolve complaints within agreed timescales.
* Deliver comprehensive written responses to complaints within published timescales.
* Performance Reporting:
* Provide performance measures for reporting to the Executive team, Board, and other stakeholders.
* Analyse complaint themes to identify trends and implement remedial actions.
* Ombudsman Liaison:
* Collate and return evidence requests within set time-scales.
* Analyse determinations from the Housing Ombudsman and implement action plans to prevent recurrence.
* Information Requests Management:
* Track and respond to Freedom of Information (FOI) and Subject Access Requests in a timely manner, ensuring compliance with legislation and policy.
* Support Duties:
* Provide general support to the Corporate Services Team.
* Conduct resident telephone surveys as required.
* Cover for other staff members as necessary.
* Maintain confidentiality and secure handling of sensitive information.
Person Specification: Essential Education:
* At least 5 GCSEs or equivalent, including English Language.
Skills and Experience:
* Literate and numerate with excellent grammar.
* Minimum 2 years’ experience in complaint handling and investigations.
* Experience in a customer-focused role and working in an office setting.
* Proficient in Microsoft applications (Excel, Word, Teams, SharePoint).
* Organized, with strong file management and workload prioritization skills.
* Professional telephone manner and ability to communicate across all staff levels.
* Experience working unsupervised and within a small team.
Disposition:
* Caring, calm, understanding, flexible, and self-motivated.
Join us and play a pivotal role in ensuring our residents receive the highest standards of service and support. Apply today to become a vital part of our team dedicated to excellence in complaints management.
Purpose of the Role: To provide an effective complaints response service, ensuring customer expectations are maintained and exceeded.
Key Duties and Responsibilities: * Comprehensive Complaints Handling:
* Log complaints appropriately.
* Maintain contact with residents and keep them informed.
* Investigate complaints thoroughly, involving relevant staff and managers.
* Ensure responses comply with our complaints procedure and Housing Ombudsman guidance.
* Agree on and monitor actions to resolve complaints within agreed timescales.
* Deliver comprehensive written responses to complaints within published timescales.
* Performance Reporting:
* Provide performance measures for reporting to the Executive team, Board, and other stakeholders.
* Analyse complaint themes to identify trends and implement remedial actions.
* Ombudsman Liaison:
* Collate and return evidence requests within set time-scales.
* Analyse determinations from the Housing Ombudsman and implement action plans to prevent recurrence.
* Information Requests Management:
* Track and respond to Freedom of Information (FOI) and Subject Access Requests in a timely manner, ensuring compliance with legislation and policy.
* Support Duties:
* Provide general support to the Corporate Services Team.
* Conduct resident telephone surveys as required.
* Cover for other staff members as necessary.
* Maintain confidentiality and secure handling of sensitive information.
Person Specification: Essential Education:
* At least 5 GCSEs or equivalent, including English Language.
Skills and Experience:
* Literate and numerate with excellent grammar.
* Minimum 2 years’ experience in complaint handling and investigations.
* Experience in a customer-focused role and working in an office setting.
* Proficient in Microsoft applications (Excel, Word, Teams, SharePoint).
* Organized, with strong file management and workload prioritization skills.
* Professional telephone manner and ability to communicate across all staff levels.
* Experience working unsupervised and within a small team.
Disposition:
* Caring, calm, understanding, flexible, and self-motivated.
Join us and play a pivotal role in ensuring our residents receive the highest standards of service and support. Apply today to become a vital part of our team dedicated to excellence in complaints management.
Job number 1415129