Job Title: Senior Complaint Officer
Type: Permanent
Start Date: ASAP
Our client is seeking Senior Complaint Officers to oversee and resolve Stage 2 complaints effectively.
Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service.
Conduct investigations into escalating/escalated complaints and reach outcomes based on each case while managing risk to the organisation.
~ Collate information in response to Housing Ombudsman Service requests, ensuring submissions are of high quality and meet deadlines.
~ Liaise and develop working relationships with other departments and external stakeholders, including local councillors and contractors.
~ Assist with feedback to colleagues, managers, or teams on avoidable complaints and/or escalations.
~ Identify areas in systems, processes, policies, or training that may cause complaints or escalation and suggest improvements.
~ Support the collation of reports and governance contributions as required on complex and escalated complaints.
~ Periodically handle Stage 1 complaints to support team objectives and provide resource cover at peak times.
Customer-focused with a polite and empathetic telephone manner and a passion for excellent service.
~ Experience in handling complex complaints and customer feedback, with a capacity to analyse and evidence findings.
If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.