Job Title: Complaints & Learning Officer (Housing)
Day Rate: £350
Contract: Interim / Contract
Location: Newham (Hybrid)
Are 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!
About the Role:
As 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.
Key Responsibilities:
Housing Ombudsman Code Compliance
- Ensure processes align with the Housing Ombudsman Complaint Handling Code.
- Maintain clear definitions, time-frames, and escalation routes.
- Lead annual self-assessments and monitor improvement actions.
Turning Complaints Insight into Action
- Analyse complaints data to identify trends and root causes.
- Produce monthly "Learning from Complaints" reports.
- Collaborate with Service Leads to implement practical actions.
Operational & Case Support
- Support complex complaints, including damp & mould cases.
- Coordinate multidisciplinary responses for swift resolutions.
Resident Voice & Communication
- Support resident panels and ensure feedback mechanisms are effective.
- Deliver timely, clear, and empathetic complaint responses.Essential Skills & Experience:
Strong background in handling complaints in social housing or public sector.
Solid analytical skills to convert data into actionable insights.
Excellent communication skills with a calm and empathetic approach.
Understanding of Housing Ombudsman investigations.Ready to make a difference? Join our client in this highly visible role and help shape a culture where resident feedback drives continuous improvement! Apply now to embark on a fulfilling journey to enhance housing services!
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