We are currently working in partnership with a local authority based in Surrey , who are recruiting for a Complaints Officer on a 3-month contract with potential for extension. The position is due to start August 2024 .
The rate of pay for this role is up to £25 per hour via UMB negotiable dependant on experience.
The ideal candidate will extensive experience dealing with complaints, preferably within a social housing context.
Duties will include (but are not limited to):
Lead on the management of the complaints process for housing repairs and on the investigation, reporting and resolution of complaints
Manage complex or contentious applications, cases and inspections that will require an understanding of one specialist area, processes and compliance, regulations and legislation, acting as the single point of contact for customers on those cases, attending court as appropriate
liaising with complainants and services to gather information, investigation of complaints, drafting responses and the monitoring of the overall process, including lessons learnt in line with the Housing Ombudsman Complaint Handling Code
Lead on Member, MP enquiries, Freedom of Information requests liaising with the Local Government and Housing Ombudsmen and other services to resolve issues and enquiries
support colleagues in developing, reporting and monitoring of performance and insight data and systems ensuring robust information is available to support business and service decisions
Deliver customer-focused specialist advice and services for one area of specialism, keeping up to date with current and emerging legislation, best practice and policy to ensure continuous development and improvement in services
Experience required:
Experience of customer services including complaints handling and resolution
Good knowledge of the Housing Ombudsman Complaint Handling Code
Experience of working with a diverse customer group including Councillors, residents, including vulnerable people
Experience of working within social housing or Local Government (desirable)
Skills, knowledge and expertise required:
Educated to NVQ level 3 / A Level standard or equivalent experience
Good knowledge of the Housing Ombudsman Complaint Handling Code
System experience with eCase and Orchard (desirable)
Rewards and Benefits:
Hybrid working
Flexible working days
Strong possibility of contract extension
Working hours:
37.5 hours per week
Monday – Friday, 9am-5pm
Please note that you require recent experience to apply for this role.
James Andrews is acting as an employment agency and business in relation to this role.
At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.
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