We are working closely alongside a Local Authority in London to assist with the appointment of a Senior Complaints Officer , on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £24.53 - £31.48 per hour

Responsibilities:

• Act as a point of contact for residents wishing to raise a complaint or general enquiry, provide an effective frontline housing information and advice service and deal proactively with complaints and enquiries.
• Mange and draft responses to enquiries from Cabinet members, MPs and Ombudsman ensuring that deadlines for responses are met, dealt with effectively and ensure high quality standards are maintained
• Support the creation of case files for the Housing Ombudsman
• Manage all recommendation made by the Housing Ombudsman in its final determination report
• Ensure the complaints system is maintained and complaints and enquiries are recorded within target times. Support and train officers in their use of the complaints database.

Experience :

• Demonstrable experience of managing complex housing complaints
• Experience of investigating complaints and providing written reports and responses to complex complaints.
• Experience of working within social housing Working in accordance with the councils management systems, policies and procedure
• Ability to identify and resolve problems
• Ability to plan, organise and prioritise work, producing a high level of output to quality standards
• Excellent written skills
• Experience of working with computerised record keeping, ideally including document management systems
• Experience of working under pressure to deliver results under challenging timeframes with limited resources
• Experience of liaising effectively with internal and external stakeholders
• Effective communicator with customer relationship skills
• Understanding of successful budget/resource management Working within a team environment
• Understanding of project and programme management
• Experience in a contract environment

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

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 opening 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. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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