Complaints Officer/ Caseworker (Stage 2)

Complaints / Resolutions Officer Role

Legal Disrepair Officer - Housing / Repairs

Based in London Bridge

Hybrid Working - 1 day in the office a week

Temp to Perm Role

• Dealing with stage 1 and stage 2 complaints

Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day to day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team.

We’re looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements.

• To investigate complex complaints made under the Council’s Corporate Complaints process
• To investigate and respond to enquiries made by the Local Government Ombudsman (LGO).
• To carry out investigations in line with the Council’s overall vision, values and strategic aims, ensuring that excellent customer service is delivered.
• To provide a high quality service in terms of clerking and providing advice to the Tenancy and Leaseholders Arbitration Tribunals in accordance with the legal framework, Tribunals Rules and Procedures.
• Act as lead officer to departments on the management of complaint investigations and arbitration hearings

Key skills:

Dealing with Stage 1 & Stage 2 complaint responses

Handling large case loads

Liaising with Solicitors/Contractor's

Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.

Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.

Take responsibility for your own learning and development

Excellent PC skills including Microsoft Word and Excel

Excellent verbal and writing skills