Complaints Reviewer - West London

Morgan Hunt currently requires a Complaints Reviewer for Housing Trust based in West London on a Temporary basis
Pay Rate : £32.69ph Ltd
Hours:35 hrs Mon to Fri - 9am and 17.00pm - 3 days Work from home and 2 days Office based - Wednesday and Thursday
Location: West London
Duration : 3 months on going contract

Job Role

The Complaints Reviewer is a specialist role within the Complaints Service, responsible for dealing with stage 2 complaints.

You will ensure that complaints escalated to stage 2 are thoroughly reviewed, fairly assessed and resolved in line with regulatory requirements and best practice.

This role requires enhanced knowledge and expertise to critically evaluate investigations at stage 1 of the process, advise on appropriate compensation levels, and provide key insights and learning from stage 2 reviews to improve first- stage resolution rates and prevent complaint escalations.

You will be responsible for conducting comprehensive reviews of stage 2 complaints, assessing the quality and rigor of investigations completed at stage 1 and determining whether complaints have been handled fairly for our customers. You will be empowered to make independent decisions on complaint outcomes, mitigate organisational risk, and ensure that reviews are conducted with appropriate rigor to withstand external scrutiny whilst maintaining positive customer relationships.

Lead on reviewing stage 2 complaints, conducting thorough assessments of stage 1 investigations to ensure they have been comprehensive, fair and compliant with regulatory requirements

Advise on the appropriate level of rigor required for stage 2 reviews, ensuring investigations are proportionate to the complexity and significance of the complaint

Make independent, evidence-based decisions on complaint outcomes, compensation levels and other remedies in line with organisational policy and regulatory guidance

Ensure all stage 2 reviews are completed within regulatory timescales and meet the standards set out in the Housing Ombudsman Service Complaint Handling Code

Skills & Experience

Demonstrable experience of complaint handling within a regulatory environment, managing cases through to resolution

Proven experience reviewing the quality of complaint investigations and assessments conducted by others.

Experience working with compensation frameworks and making evidence-based decisions on appropriate redress levels

Excellent written communication skills with the ability to draft comprehensive, clear and balanced response letters and reports for senior audiences

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