Job Description
Job Title: Complaints & Learning Officer (Housing)\n Day Rate: £350\n Contract: Interim / Contract\n Location: Newham (Hybrid)\n\nAre you passionate about enhancing resident experiences? Our client is on the lookout for a dynamic Complaints & Learning Officer to lead the charge in transforming complaints into actionable insights and real service improvements within the Housing Landlord Service!\n\nAbout the Role:\n\nAs the Complaints & Learning Officer, you'll play a pivotal role in ensuring our client meets the Housing Ombudsman Complaint Handling Code. Your mission?
To utilise complaints data to address recurring issues: such as damp & mould, repairs delays, and communication gaps, while making a tangible impact on resident satisfaction.\n\nKey Responsibilities:\n\nHousing Ombudsman Code Compliance\n - Ensure processes align with the Housing Ombudsman Complaint Handling Code.\n - Maintain clear definitions, time-frames, and escalation routes.\n - Lead annual self-assessments and monitor improvement actions.\nTurning Complaints Insight into Action\n - Analyse complaints data to identify trends and root causes.\n - Produce monthly "Learning from Complaints" reports.\n - Collaborate with Service Leads to implement practical actions.\nOperational & Case Support\n - Support complex ...