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Form of work
SalaryMy client, a social housing provider, seek experienced Complaints Officers to work as a Senior Complaint Reviewer this is an immediate start ongoing temp booking.
Role purpose:
To be part of a team that leads the way in driving excellent complaint service throughout Peabody by reviewing stage two complaints and identifying ways we can improve our complaints service to our customers. Ensuring compliance with the procedure and deadlines set and providing an independent complaint escalation and review point for our customers.
To work with our service areas to understand customer service training needs, identify root causes and trends in order to learning from complaints, support service improvements into all service areas so that we reduce complaints and improve customer satisfaction.
Key results:
Co-ordinate and respond to all Stage two complaint escalations from service areas to ensure that cases are independently and fairly reviewed in line with the Housing Ombudsman Complaint Handling Code.
Ensuring that stage two responses are provided within the agreed deadlines and the investigation is thorough, objective and accurate.
Making sure that any actions that need to be monitored are done so effectively and the customer is kept up to date with progress.
Support the team with Housing Ombudsman investigations and determination orders to ensure that all deadlines given are met and all determinations are reviewed acted upon and learnt from.
Provide Information requests when requested by the Housing Ombudsman ensuring that all relevant information provided and within deadline.
Identifying trends and root causes of complaints and helping to drive through improvements in our service to reduce complaints in the future.
Hybrid - office based 2 x days this can be in London SE1, Ealing or Pitsea
Immediate start
Ongoing temp booking
£20.88 PAYE per hour
