Housing Complaints Resolution Officer

Job description

Are you a Housing Complaints Officer looking for work in West London?

Morgan Hunt's Public Sector and Government client based in West London is looking to recruit a Housing Complaints Officer to play a crucial role in a Housing & Refugees service. Where you will be responsible for managing various types of complaints, including those from Members of Parliament, residents, and ombudsman inquiries.

This temporary assignment will run for three months initially with a view to extend and has been deemed inside of IR35.

Ideally, the successful candidate will have the ability to:

-Support the Housing & Refugees services in responding to complaints and enquires, working with colleagues across the different teams to ensure that responses are provided in line with statutory and corporate timescales.
-Maintain, review and update where necessary all information for the residents and for internal staff on procedures for handling complaints and template letters.
-Act as the first point of contact for housing residents who wish to make a complaint under one of the procedures.
-Register complaints and to record, monitor and report on progress of complaints and compliance with statutory and corporate procedures as required.
-Co - ordinate responses for complex and sensitive cases and those cutting across internal and external provider organisations ensuring all relevant parties are appropriately involved.
-Contribute to the continuous improvement of the services of the housing service on customer engagement.
-Comply with relevant Codes of Practice, including the Code of Conduct and policies concerning data protection and health and safety.
-Adhere to security controls and requirements as mandated by the policies, procedures and local risk assessments to maintain confidentiality, integrity, availability and legal compliance of information and systems.
-Promote equality, diversity, and inclusion, maintaining an awareness of the equality and diversity protocol/policy and working to create and maintain a safe, supportive and welcoming environment where all people are treated with dignity and their identity and culture are valued and respected.

To excel in this role further you should have:

-Experience in resolving complaints and complex customer service queries.
-Strong administrative and organisational skills.
-Knowledge of data protection and client confidentiality.
-Proficiency in Microsoft Office software (Word, Excel, and Outlook).
-Excellent interpersonal and communication skills.
-Ability to analyse and present complex information clearly.
-Strong self-motivation and ability to work effectively both independently and as part of a team.
-Adaptability in communication based on the audience.
-Proficiency in using information and communications technology.

Therefore, if you are looking to work as a Housing Complaints Officer for a Public Sector and Government client based in West London and are passionate about ensuring housing residents receive the best service possible, please contact the team with an up to date CV.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.