Castlefield Recruitment are currently recruiting a Complaints Officer for a housing association based in Cambridgeshire. This is on an initial 6-month contract, paying £29,000 - £31,000 per annum.
The role:
1. Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation
2. Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
3. Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
4. Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
5. Ensure all actions and interventions are recorded within the Case Management System
What you need:
6. Experience of working in complaint handling, preferably within social housing or a similar regulated environment
7. Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
8. Good verbal and written communication skill