iPeople SC Solutions is currently recruiting for Complaints Review Officer to work for our client in Tower Hamlets and surrounding areas.

The successful post holder will create great homes, great services and great communities through ensuring compliance with the Consumer Standards.

The successful post holder will also undertake Stage 2 reviews of complaints casework in line with the Housing Ombudsman Code.

Duties & Responsibilities: 

• 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 high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.

• 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.

• Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance.

• Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures

• Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post.

Working Hours: 35 per week, Monday to Friday 

Requirements:

• Experience in undertaking complex and multifaceted investigations.

• Experience in composing thorough and professional complaint responses

• Knowledge of CRM systems for complaint handling

•  Proven ability to appropriately handle customer queries and complaint

• Ability to deal with, often complex and major, telephone, personal and written enquiries/complaints.

If you are interested in this position and meet the above criteria, please apply with your CV.