Complaints and Information Officer
Description✓Complaints and Information Officer:
✓The candidate MUST have Customer service experience
✓The candidate MUST have Compliant handling experience
✓This role needs the candidate to Investigate complaints, Engage with stakeholders and residents and agree a resolution
✓pay rate: £18.29 per hour for the right candidateThe complaints officer will be required to investigate and respond to Stage 1 and Stage 2 Complaints, Leader Enquiries, Member Enquiries, FOIs, SARs and Ombudsman cases.
✓Failure to provide this service will impact our services to residents, meeting statutory deadlines and escalation of complaints to Local Government Ombudsman.
✓Predominately home based, may be one day a week at most in the office
✓The complaints officer will have a high level of contact with customers by letter, telephone and email
✓Excellent listening and questioning skills will be used, to get to the heart of any complaints and problems reported by the council's local residents
✓The complaints officer will identify who can resolve these issues and pass the details onto them
✓The role will also include monitoring and recording of the outcomes and preparation of regular reports for senior managers
✓The complaints officer will identify complaints trends and transform them into service improvements
✓Key Skills:
✓Working with services to investigate and respond to complaints and 2, and enquired from councillors and MP's
✓Ensuing that investigated cases are responded to in line with the councils corporate complaints procedure, producing good quality decisions
✓Update case files of cases personally investigated
✓To ensure complaints and Councillor/ NP enquires are dealt with effectively and acknowledged / responded to within the councils timescales
✓To co-ordinate responses from Ombudsman Cases in line with set time scales
✓Providing expert complaints advice to others in Housing
✓Liaise with Key teams across the Housing and other services within the council to ensure investigations are being progressed
✓Provide complaints data reports for monthly performance and annual Borough Housing Panel
✓£18.29 per hour PAYE, paid weekly
✓£22.76 per hour UMBRELLA, paid weekly
✓Location: Romford
✓Duration: Temporary position for 3 months with the view of extension
✓Please apply now if you hold previous complaint handling experience and would like your CV considered
✓Thank you,
✓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.
✓By applying for this role your details will be submitted to Adecco
✓Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser Show more →
✓The candidate MUST have Customer service experience
✓The candidate MUST have Compliant handling experience
✓This role needs the candidate to Investigate complaints, Engage with stakeholders and residents and agree a resolution
✓pay rate: £18.29 per hour for the right candidateThe complaints officer will be required to investigate and respond to Stage 1 and Stage 2 Complaints, Leader Enquiries, Member Enquiries, FOIs, SARs and Ombudsman cases.
✓Failure to provide this service will impact our services to residents, meeting statutory deadlines and escalation of complaints to Local Government Ombudsman.
✓Predominately home based, may be one day a week at most in the office
✓The complaints officer will have a high level of contact with customers by letter, telephone and email
✓Excellent listening and questioning skills will be used, to get to the heart of any complaints and problems reported by the council's local residents
✓The complaints officer will identify who can resolve these issues and pass the details onto them
✓The role will also include monitoring and recording of the outcomes and preparation of regular reports for senior managers
✓The complaints officer will identify complaints trends and transform them into service improvements
✓Key Skills:
✓Working with services to investigate and respond to complaints and 2, and enquired from councillors and MP's
✓Ensuing that investigated cases are responded to in line with the councils corporate complaints procedure, producing good quality decisions
✓Update case files of cases personally investigated
✓To ensure complaints and Councillor/ NP enquires are dealt with effectively and acknowledged / responded to within the councils timescales
✓To co-ordinate responses from Ombudsman Cases in line with set time scales
✓Providing expert complaints advice to others in Housing
✓Liaise with Key teams across the Housing and other services within the council to ensure investigations are being progressed
✓Provide complaints data reports for monthly performance and annual Borough Housing Panel
✓£18.29 per hour PAYE, paid weekly
✓£22.76 per hour UMBRELLA, paid weekly
✓Location: Romford
✓Duration: Temporary position for 3 months with the view of extension
✓Please apply now if you hold previous complaint handling experience and would like your CV considered
✓Thank you,
✓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.
✓By applying for this role your details will be submitted to Adecco
✓Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser Show more →