Posted 10 days ago

Senior Complaints Reviews Officer


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 

This period closes Friday 1st November at 5pm 
If you are interested in this position AND meet the requirements, APPLY NOW!