We are working closely alongside a Local Authority in Tower Hamlets to assist with the appointment of a Complaints Review Officer, on a 10-month contract, likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £22.48 - £29.81 per hour

Responsibilities:

• Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions.
• Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the Councils financial regulations.
• Provide guidance to staff in reaching early settlement and applying guidance for the payment of compensation.
• Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management.
• Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance.
• Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures

Required Experience:

• Experience in undertaking complex and multifaceted investigations.
• Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.
• Working in high pressured complaint handling environment
• Experience in pursuing information from different teams in order to compose a professional and concise high-quality response.
• Experience in gathering information to provide to the Housing Ombudsman.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K
• This role requires an enhanced DBS

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

#RQ1320730