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Specialist Complaints Officer

West London

Job description

Morgan Hunt is currently assisting a Housing provider in the temporary recruitment of a Complaints Officer. This role involves supporting the development of policies and procedures, as well as overseeing the approach to delivering an enhanced customer experience through complaints and resolution processes. The incumbent will ensure continual learning and service improvement based on feedback from various sources.

Key Responsibilities:

  • Lead the management of the complaints process for housing, including investigation, reporting, and resolution of complaints. This entails liaising with complainants and services to gather information, conducting complaint investigations, drafting responses, and monitoring the overall process, in line with the Housing Ombudsman Complaint Handling Code.
  • Manage Member and MP enquiries, Freedom of Information requests, and liaise with the Local Government and Housing Ombudsmen and other services to resolve issues and enquiries.
  • Support colleagues in developing, reporting, and monitoring performance and insight data and systems to ensure robust information is available to support business and service decisions.

Core Duties:

  • Manage complex or contentious applications, cases, and inspections within a specialist area, ensuring compliance with regulations and legislation, and act as the primary contact for customers on these cases, attending court as necessary.
  • Participate as a member of corporate or community project teams, providing specialist advice and input.
  • Provide functional guidance to customer service advisors and caseworkers in at least one area of specialism.
  • Lead/assist/support a Community of Practice across Specialist Services.
  • Advise the Case Management team on aspects of minor/less contentious applications or cases.
  • Implement strategies, policies, service, and financial plans to meet statutory and corporate targets and provide best value for the council.
  • Draft policies in response to emerging legislation, best practice, and guidance to ensure continuous development and improvement in services.
  • Understand strategy, performance, quality assurance standards, and service/financial planning requirements for the specialist area.

Qualifications and Experience:

  • Solid working experience and knowledge in the specialist area.
  • Strong understanding of legislation and developments relevant to the specialist area, such as the Complaint Handling Code.
  • Demonstrated ability to provide sound advice and guidance on a limited range of cases, topics, or issues.
  • Experience working with systems relevant to the specialist area.
  • Experience in casework, including some complex cases, with guidance and support from more experienced staff, occasionally referring to Senior Specialists for unfamiliar tasks.
  • Proven ability to enforce legislation where necessary.

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.

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