Complaints Officer
other jobs Marks Consulting Partners
Added before 5 hours
- England,London,City of London
- Full Time, Temporary
- £30 per hour
Job Description:
Marks Consulting Partners is currently looking for a Complaints Officer to work with one of our Local Authority clients in London.
What the Job Will Be Doing
*Managing a backlog of Stage 2 complaints, ensuring thorough investigation and timely resolution in line with corporate complaints procedures
*Reviewing Stage 1 responses and conducting independent investigations to assess the adequacy of previous responses and actions taken
*Drafting clear, well-reasoned Stage 2 complaint responses that address all complaint points and provide appropriate resolutions
*Liaising with internal departments, service managers and senior officers to gather information and evidence required for investigations
*Ensuring complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code and relevant best practice guidance
*Identifying service failures, learning points and areas for improvement arising from complaints investigations
*Maintaining accurate records and case notes on complaints management systems
*Providing advice and guidance to service areas on complaint handling and complaint resolution
*Monitoring complaint trends and contributing to service improvement by highlighting recurring issues
*Supporting the organisation in meeting regulatory requirements and maintaining high standards of customer service
What You Will Need
*Previous experience handling Stage 2 complaints within a Local Authority, Housing Association or public sector environment
*Strong understanding of complaints procedures and regulatory frameworks, including the Housing Ombudsman Complaint Handling Code
*Experience investigating complex complaints and producing detailed written responses
*Excellent written communication skills with the ability to produce clear, balanced and professional reports
*Strong analytical and problem-solving skills, with the ability to review evidence and reach fair conclusions
*Ability to manage a high volume of cases and prioritise workloads effectively
*Experience working collaboratively with multiple internal departments and stakeholders
*Good knowledge of housing services and local authority processes is desirable
What the Job Will Be Doing
*Managing a backlog of Stage 2 complaints, ensuring thorough investigation and timely resolution in line with corporate complaints procedures
*Reviewing Stage 1 responses and conducting independent investigations to assess the adequacy of previous responses and actions taken
*Drafting clear, well-reasoned Stage 2 complaint responses that address all complaint points and provide appropriate resolutions
*Liaising with internal departments, service managers and senior officers to gather information and evidence required for investigations
*Ensuring complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code and relevant best practice guidance
*Identifying service failures, learning points and areas for improvement arising from complaints investigations
*Maintaining accurate records and case notes on complaints management systems
*Providing advice and guidance to service areas on complaint handling and complaint resolution
*Monitoring complaint trends and contributing to service improvement by highlighting recurring issues
*Supporting the organisation in meeting regulatory requirements and maintaining high standards of customer service
What You Will Need
*Previous experience handling Stage 2 complaints within a Local Authority, Housing Association or public sector environment
*Strong understanding of complaints procedures and regulatory frameworks, including the Housing Ombudsman Complaint Handling Code
*Experience investigating complex complaints and producing detailed written responses
*Excellent written communication skills with the ability to produce clear, balanced and professional reports
*Strong analytical and problem-solving skills, with the ability to review evidence and reach fair conclusions
*Ability to manage a high volume of cases and prioritise workloads effectively
*Experience working collaboratively with multiple internal departments and stakeholders
*Good knowledge of housing services and local authority processes is desirable
Job number 3520142
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Marks Consulting Partners
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Marks Consulting Partners are recruitment specialists dedicated to contract and permanent recruitment within the public sector. From our Hertfordshire...