Complaints Review Officer
Tower Hamlets
Contract
£25.12 per hour
Our client is looking for an experience Complaints Officer.
Complaint investigation at stage 2
compliance tasks for Housing Ombudsman Cases
2 days in the office – one day must be Thursday
This role is to ensure residents are provided a fair and thorough review of their complaint. Acting as a Business Partner for the Housing Management Service, the role holder is responsible for ensuring the Council meets the requirements of the Housing Ombudsman complaint handling code. You will be responsible for drafting high quality responses, identifying learning and working with services to prevent cases escalating to the Housing Ombudsman service.
This is one of many opportunities we are currently recruiting for please visit our website colbernlimited co uk for more jobs.
Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code.
Lead on investigating and responding to complex cases, including Stage 1 and 2 complaints, high profile ME’s and ombudsman cases.
Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
Draft high-quality responses for 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.
Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions.
Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the Council’s financial regulations.
Provide guidance to staff in reaching early settlement and applying guidance for the payment of compensation.
Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management.
Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance.
Work with the Complaints and ME Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures.
To co-ordinate receipt of all necessary information in relation to Freedom of Information and Subject Access Requests from service areas and ensure responses are provided within statutory deadlines.
To deputise for the Complaints and ME Manager as required.
Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post.
PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk
The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients
are an equal opportunities employer