Senior Complaints Officer

Job Title: Senior Complaints Officer

Location: Westminster

Salary / Pay Rate: 29 P/H (Umbrella)

Job Type: Temporary

The Role

We are looking for someone who is currently or recently worked in a local authority dealing with complaints and queries. Candidates will need excellent communication skills- written and verbal. They will be preparing and sending written responses.

The Senior Complaints Officer will be a key player in managing and responding to complex housing complaints, ensuring effective resolution, and maintaining high service standards.

Main Responsibilities:

Serve as the primary point of contact for residents raising complaints or enquiries, offering frontline housing information and advice.

Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman, meeting deadlines and maintaining quality standards.

Assist in creating case files for the Housing Ombudsman and managing recommendations from final determination reports.

Maintain the complaints system, ensuring timely recording of complaints and enquiries, and support officers in utilizing the complaints database.

Monitor and report on performance of the complaints and enquiries service, conducting monitoring and auditing tasks as directed.

Coordinate information within the Housing Team to ensure comprehensive responses to complaints and enquiries, meeting Council and Ombudsman requirements.

Provide an overview of contract performance for complaints and enquiries, monitoring relevant information.

The Candidate

Experience in investigating complex complaints, preferably within the Housing Sector or with the Housing Ombudsman.

Demonstrated ability to reach balanced outcomes with limited evidence.

Proficiency in writing technical responses in lay terms for clear understanding.

Evidence of contacting residents to understand complaints and explain decisions over the phone.

Collaborative approach to ensure resolution of complaints and tracking actions, with a readiness to escalate cases or issues with identified or emerging risks.

Benefits

Office based/Hybrid. 3 days in 2 days remote potentially.

How to apply

Please submit your application via the contact details provided and you will be contacted with further information about this opportunity or email your CV to me directly; (url removed) or call me on; (phone number removed)