Complaints Officer

We have a current opportunity for a Complaints Officer on a permanent basis. The position will be based in London. For further information about this position please apply.

The role of the Complaints Officer (Complaints) entails a diverse range of responsibilities aimed at delivering exemplary service and efficiently resolving issues. Here's a detailed breakdown of the key tasks:

Customer-Focused Service: Prioritise providing a customer-centric approach to handling complaints, members' inquiries, access to information, and escalated issues. Respond promptly and positively to address concerns, striving for early resolution to prevent further inconvenience for customers. Regular updates ensure customers are kept informed throughout the resolution process.

Local Government Ombudsman (LGO) Enquiries: Assist with LGO enquiries, ensuring compliance with procedural and regulatory standards.

Collaboration with Colleagues: Work closely with colleagues from various teams to gather essential information for thorough investigation and response to complaints, inquiries, and complex queries.

Follow-Up Actions: Execute follow-up actions promptly and as agreed with customers to mitigate further issues and escalation. Provide support to colleagues in completing follow-up remedial actions.

Lessons Learned and Service Improvement: Play a key role in identifying and sharing lessons learned from customer interactions to drive continuous service improvement initiatives.

Assistance to Customers After Resolution: Provide ongoing assistance to customers post-resolution as needed, serving as a point of contact for further support.

Management of Persistent Complainants: Effectively manage persistent complainants, intervening early when necessary to address concerns promptly and prevent escalation.

Managing Customer Expectations: Manage customer expectations regarding policies and procedures, offering alternative options where feasible to ensure transparency and clarity.

Liaison with External Agencies: Collaborate with external support agencies and service providers, including relevant authorities, to ensure the successful resolution of complaints and issues.

Regulatory Compliance: Ensure compliance with relevant regulatory and legislative requirements, including data protection, health and safety, equality and diversity, and safeguarding.

Effective Use of Systems: Utilise appropriate systems for managing customer communication, complaints, housing, repairs, and documentation to facilitate efficient service delivery and maintain accurate records.

Identification and Sharing of Emerging Issues: Proactively identify and communicate emerging issues to facilitate improvements in service delivery.

Assistance with Reports: Assist in compiling reports by gathering information and providing necessary commentary as required.

Knowledge Development: Continuously develop and maintain knowledge of other services to provide effective support to customers and colleagues.

Cover for Staff and Team Collaboration: Provide coverage during staff absences and emergencies while fostering effective teamwork and providing support to fellow team members.

In summary, the role of the Customer Resolution Officer is crucial in ensuring customer satisfaction, addressing issues promptly, and contributing to the ongoing enhancement of organisational services.

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.