Customer Complaints Officer

Looking for an experienced Complaints Officer based at Hammersmith but will need to travel to King's Cross office as well if needed, who will help us to deliver on our Residents Promise. In this role you'll be instrumental in improving satisfaction, specifically complaints experience and play a key role in facilitating to deliver an excellent complaint function. The complaints function is an important way for residents to give us feedback and your input will ensure we're valuing that feedback, and doing the things that make an impact.
The Complaints Officer will work with the operational business being curious, identifying risks and opportunities and support them to mitigate these or take advantage of them. Generating information for managers of those responsible for delivering the service to improve. It's a key role in managing our relationship with the Housing Ombudsman Service.
Other duties will be:
Oversee the management and effective recording of complaints on the complaints database, carrying out regular checks of cases being captured and feeding back where improvements are required.
Liaise with the Housing Ombudsman Service (HOS) on cases, providing information requested and liaising with the managers providing the data.
Produce complaints data for operational managers and directors which encourage and evidence learning and improvement, including reporting on outcomes for reviews and Housing Ombudsman enquiries.
Responsible for recruitment of and generating a pool of independent reviewers and independent managers, including recruitment, training, and supporting them.
Assist in driving improvement in complaint responses and handling through regular quality assurance audits of letters, follow ups and timescales being kept.
Ensure the Customer Experience Manager and relevant operational managers are made aware of any complaints that could be potential risks to overall customer service, regulatory compliance, or reputation.
Track those residents who are in touch with the HoS, even if not formally, to allow operational teams to have visibility of the risk.
Responsible for dissemination of HoS determination; providing feedback from HoS, in a standardised format for all determinations for circulation/communication. Working collaboratively to identify learning.
Develop and manage a library of HoS outcomes and determinations - themes, trends, actions etc.
Proactively identifying satisfaction quality issues, independently reviewing quality of complaint handling on a sample of cases, and offering relevant feedback or insight to managers of the operational businesses.
Provide ad hoc consultancy, advice, and support to operational teams as they respond to complaints and duly made cases, in particular with more complex or high risk cases.
Liaise and maintain relationships with relevant external organisations and partnerships with a view to promoting NHG as a good practice landlord.
Maintain high quality data, reviewing approach to data management as needed.
Pay rate per hour is 20.46 PAYE or 27 Umbrella.
Feel free to contact Ashley Diamond on (phone number removed)
Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.