Job Details
Responsibilities
- Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions
- Draft high-quality responses for Stage 2 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.
- Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases.
- Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code
- Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
Requirements
- Experience in composing thorough and professional complaint responses
- Experience in undertaking complex and multifaceted investigations.
- Experience working in councils or housing associations
- Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.
Contract
- Initial 6 to 12 month ongoing contract with the opportunity to extend
- PAYE via Umbrella
- Monday to Friday 9am to 5pm
If you are interested in this position AND meet the requirements, APPLY NOW!