Complaints Review Officer

Good Afternoon,

I am currently representing Tower Hamlets Council, who are offering an initial temporary contract for a period 3- 6 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience.

We are looking for a Complaints Review Officer this role will be Hybrid (E1 1BJ)
3-4 days in the office

The right candidate will:

* Draw on knowledge of the Housing Options Service area functions, policies and procedures to thoroughly investigate and respond to stage one complaints and members enquiries in a timely manner, whilst taking relevant legislation and statutory obligation into consideration.

* Provide support to the drafting of Stage 2 responses to ensure the Councils overall vision, values and ethos are sustained as part of the process. Build effective working relationships and act as ambassador and advocate with colleagues and external stakeholders, including regulators and contractors and local councillors.

* Deal with high level and complex complaints from the Mayor and Members. Conduct investigations into such complaints and reach an outcome based on the merits of each case, whilst managing risk to the organisation.

* Make recommendations on compensation awards for service failures as appropriate using the council’s compensation policy and Housing and Local Government Ombudsman’s case review as a guide.

We require the following:

* Experience of working in a complaint handling role with an ability to analyse complex complaints, customer feedback and evidence findings.

* Experience of handling and resolving complex or multi-faceted service-related complaints.

* Knowledge of the Housing and Local Government Ombudsman’s role within Local Authority setting as it relates to complaints management.

To discuss this opportunity further please send over an up-to-date CV and give me a call on (phone number removed)

If you know someone who would be a good fit for the role, please send over their contact details and get in touch, as we do offer a generous referral fee.

IF THIS ROLE IS NOT APPLICABLE TO YOU, BUT YOU ARE LOOKING FOR ROLE, PLEASE SEND OVER YOUR CV AND I WILL CHECK WHAT ROLES I HAVE AVAILABLE.

Look forward to speaking with you soon
Only candidates based in UK and eligible to work in UK are allowed