Complaints Review Officer

We are currently recruiting for a Complaints Review Officer on behalf of our public sector client based in East London.

This is an interim contract initially for 3 to 6 months with view for further extension and is paying £23.48 per hour PAYE or £30.81 per hour Umbrella.

• Responsible to the Customer Relations Manager, the role is to undertake stage 2 reviews of complaints casework in line with the Housing Ombudsman Code


• Lad on investigating and responding to complex cases, including Stage 2 complaints, high profile ME's and ombudsman cases


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


• Provide detailed case management for adhoc complex cases ensuring there is a clear audit of steps taken and monitoring the delivery of resolutions


• Audit the use of complaints and member enquiries systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management


• Provide accurate timely report and briefings concerning complaints, members enquiries and Freedom of Information requests


• To coordinate receipt of all necessary information in relation to Freedom of Information and Subject Access Requests from service areas and ensure responses are provided within statutory deadlines

The successful applicant will have a good understanding of complaints handling at a local authority, with knowledge of housing services provided within local authorities.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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