Complaints Resolution Officer

Overview

Positive Employment is currently recruiting for a Complaints Resolution Officer for our client, a government organisation in Southampton, England. The successful post holder will provide help to deliver a high-quality, independent complaints investigation and resolution service. This is a fast-paced and rewarding role where you’ll make a real difference to how services are delivered and how residents experience them. This role is a temporary contract initially for 3 months with the possibility to extend.

Responsibilities

• Investigating Stage 2 complaints independently and making evidence-based recommendations.
• Participate effectively in the delivery of the wider Legal Services Partnership offer on such projects and case work as directed by either the Complaints Resolution Manager or Head of Legal Partnerships on behalf of the Southampton & Fareham Legal Services Partnership.
• Support the delivery of complaints training and learning across the organisation.
• Advise officers and managers on complaint handling best practice and compliance with the Housing Ombudsman Complaint Handling Code.
• Produce clear, professional reports and correspondence for internal and external stakeholders.
• Support the provision of advice and assistance, including assisting the Complaints Team Manager in delivering complaints training, monitoring and learning, as required to the Executive, Members and Officers of the organisation on all aspects of the organisation’s services, duties and responsibilities.
• Use complaints insight to drive service improvements and monitor implementation of learning.
• Advise and assist in the coordination and implementation of the organisation’s complaints policies and help ensure their full effectiveness.

Further duties

• Monitor own/Complaints Resolution team’s caseload as directed by the Team Manager to ensure compliance with timescales.
• Chase individual contributions.
• Produce statistical information and analyse trends and patterns.
• Produce correspondence, reports, guidance material and presentations under the supervision and approval of the Team Manager.

Personal Requirements

• Understands the principles of good complaint handling and the requirements of the Housing Ombudsman Complaint Handling Code.
• GCSE Maths & English.

Working Hours

37 hours / Monday – Friday

Pay

£17.18 per hour

Note: This role is not within the scope of IR35.

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