Complaints Resolution Officer

Complaints Resolution Officer
Newham
Job Role
To be responsible for dealing effectively with the corporate complaints, Members enquiries and Ombudsman enquiries.
To work as part of a team to deliver high quality responses to customers complaints and enquiries.
To develop and maintain good relations with service areas and partner agencies
Key Accountabilities
To be responsible for detailing with complaints effectively which will include:
Processing and managing complaints allocated to you.
Ensuring that complaints are properly logged and tracked.
Undertaking thorough and detailed investigations of complaints about Council Services and partners. This may include corporate, and /or specialist areas.
Mediating and working with staff and managers to bring about the resolution of complaints and enquiries to conclusion, liaising with other services as necessary.
Researching background details to complaints and conduct interviews with members of the public, council officers and stakeholders and organise site visits where necessary.