Responsibilities
* Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions
* Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.
* Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines.
* Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases.
* Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code
* Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
Requirements
* Experience in composing thorough and professional complaint responses
* Experience in undertaking complex and multifaceted investigations.
* Experience working in councils or housing associations
* Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.
Contract
* Initial 6 to 12 month ongoing contract with the opportunity to extend
* PAYE via Umbrella
* Monday to Friday 9am to 5pm
If you are interested in this position AND meet the requirements, APPLY NOW!