Complaints Review Officer

1 year contract with a Local Authority

Job Summary:

This role is to ensure residents are provided a fair and through review of their complaints at the point of escalating to Stage 2 of the Complaints Process.

You will be responsible for drafting high quality responses identifying learning and working with services to prevent cases escalating to the Housing Ombudsman service.

Key Duties/Accountabilities

Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code

Lead on investigating and responding to complex cases including Stage 2 complaints high profile ME s and ombudsman cases.

Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.

Draft highquality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.

Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines

Provide dedicated case management for adhoc complex cases ensuring there is a clear audit of steps being taken and monitoring the delivery of resolutions.

Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the Council s financial regulations.

Provide guidance to staff in reaching early settlement and applying guidance for the payment of compensation.

Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management.

Essential Experience Required:

Experience of complaints handling at a local authority is essential.

Experience of CRM systems for complaint handling is essential.

Experience in gathering information to provide to the Housing Ombudsman is essential.

Essential Qualification Required:

5 GCSEs A C grade including Mathematics and English or equivalent experience in a housing social policy or a related work area qualification is essential.

Additional information to note:

Working hours: 35 hours per week.

This post requires a Standard DBS check.

The closing date for this position is 4^th August 2024.