Specialist Officer

Complaint Investigator

Southwark

Contract
£24.43 per hour PAYE or £31.89 per hour limited paid via umbrella company inside IR35

Our client is looking for an experienced Complaint Investigator

2 days in the office

To investigate complex complaints made under the Council s Corporate Complaints process

To investigate and respond to enquiries made by the Local Government Ombudsman (LGO).

To carry out investigations in line with the Council s overall vision, values and strategic aims, ensuring that excellent customer service is delivered.

To provide a high quality service in terms of clerking and providing advice to the Tenancy and Leaseholders Arbitration Tribunals in accordance with the legal framework, Tribunals Rules and Procedures.

This is one of many opportunities we are currently recruiting for please visit our website colbernlimited co uk for more jobs

1. Support the Housing Complaints Manager in the delivery of a high-quality complaints service to customers and the Council. Dealing with complex and multi-faceted complaints across two or more service areas. Respond to customer s complaints and work to regain their trust by taking prompt and appropriate actions to put things right.

1. Undertake investigation of complex and multi-faceted complaints for all service areas in the Housing Department. Provide effective and timely resolution to complaints and cabinet member enquiries in line with the Council and Ombudsman s expectations, whilst ensuring excellent customer service is delivered.

1. Identify complaint themes, patterns and trends and recommend corrective actions that can improve the service to the Housing Complaints Manager. Support the Housing Complaints Manager to produce performance report for the Head of Complaints and Quality Assurance and Senior Management Team.

Knowledge, including educational qualifications:

Relevant degree and/or professional qualification or relevant work experience in housing plus ability to demonstrate continuous professional development

Knowledge and understanding of the Corporate Complaints processes and associated legislation and policies.

Knowledge of the Housing and Local Government Ombudsman s role within Local Authority setting as it relates to complaints management.

Experience:

Experience of working in a complaint handling role with an ability to analyse complex complaints, customer feedback and evidence findings.

Experience of working with departments and/or stakeholders to drive service improvements

Experience of handling and resolving complex or multi-faceted service related complaints

Ability to use Microsoft Office packages, E.g. Word, Excel and Power Point.

Experience of producing management reports and presenting them to senior managers and stake holders.

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