Complaints Reviews Officer

Job Details

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

Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.

Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines.

Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases.

Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code

Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.

Experience in composing thorough and professional complaint responses

Experience in undertaking complex and multifaceted investigations.

Experience working in councils or housing associations

Proven experience in diplomatically challenging and constructively pushing back on colleagues when necessary to achieve optimal outcomes within a collaborative work environment.

Initial 6 to 12 month ongoing contract with the opportunity to extend 

PAYE via Umbrella 

Monday to Friday 9am to 5pm