Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Senior Complaints Officer on a 3 months contract initially with a possibility of further extension.
Role Overview
The Senior Complaints Officer will be a key player in managing and responding to complex housing complaints, ensuring effective resolution, and maintaining high service standards.
Main Responsibilities
- Serve as the primary point of contact for residents raising complaints or enquiries, offering frontline housing information and advice.
- Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman, meeting deadlines and maintaining quality standards.
- Assist in creating case files for the Housing Ombudsman and managing recommendations from final determination reports.
- Maintain the complaints system, ensuring timely recording of complaints and enquiries, and support officers in utilizing the complaints database.
- Monitor and report on performance of the complaints and enquiries service, conducting monitoring and auditing tasks as directed.
- Coordinate information within the Housing Team to ensure comprehensive responses to complaints and enquiries, meeting client’s and Ombudsman requirements.
- Provide an overview of contract performance for complaints and enquiries, monitoring relevant information.
We are looking for someone who is currently or recently worked in a local authority dealing with complaints and queries. Candidates will need excellent communication skills - written and verbal. You will be preparing and sending written responses.
If this sounds good to you, please apply for immediate contact or call Inesa directly.
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