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For Companies At a Glance
- Tasks: Help resolve complaints and improve services for residents in London.
- Company: Join a local authority dedicated to community satisfaction and service excellence.
- Benefits: Earn £22.83 per hour with potential for contract extension.
- Why this job: Make a real impact on your community while developing valuable skills.
- Qualifications: Experience in complaint resolution and strong communication skills are essential.
- Other info: Initial 6-month contract with opportunities for personal development.
Position: Complaint Resolutions Officer
Location: London
Sector: Local Authority
Pay Rate: £22.83 per hour PAYE
Contract: Initial 6-month contract (potential extension)
Role Description
The Complaint Resolutions Officer plays a crucial role in delivering an effective service for managing complaints, enquiries, and compliments, ensuring that service standards are consistently met. This role involves providing timely responses to complaints and member enquiries in line with the Council’s policies and procedures, aiming to resolve issues efficiently and prevent escalation.
Working for a local authority based in London, the officer will collaborate with both internal and external stakeholders, providing regular feedback to residents to ensure consistent practices across the directorate. Additionally, they will coordinate and facilitate consultations with residents to involve them in reviewing and improving services.
About the Role
- Draft Responses: Prepare responses to complaints and enquiries, ensuring a robust and consistent approach, high accuracy, thorough investigations, and full resolution of issues in accordance with the Ombudsman Complaint Handling Code.
- Service Delivery: Manage an effective complaints, enquiries, and compliments service to meet service standards.
- Information Provision: Supply information to the corporate complaints service for Freedom of Information enquiries, Ombudsman cases, and Subject Access Requests as per Council policies.
- Support Staff: Assist housing and other department staff in resolving issues efficiently to meet performance targets and prevent complaint escalation.
- Performance Reporting: Contribute to performance reports and promote learning from complaints to facilitate continuous service improvements.
- Monitoring and Tracking: Oversee complex complaints, enquiries, and specialist investigations, ensuring follow-up works are completed, liaising with contractors and internal departments.
- Collaboration: Work with elected members, managers, and contractors, providing regular feedback to residents to ensure consistent practices.
- Consultation Coordination: Facilitate consultations with customers to involve them in service reviews and improvements.
- Complaint Resolution: Address and resolve complaints and enquiries to prevent escalation.
- Support Corporate Team: Assist the corporate complaints team in gathering information and conducting specialist investigations into complex complaints.
- Follow-Up Monitoring: Ensure follow-up works are completed within agreed timescales, embedding learning from complaints into the process.
- Relationship Building: Maintain effective relationships with customers, keeping them informed on the progress of their complaints to ensure confidence in the process.
- Learning and Improvement: Contribute to lessons learned and actions taken to prevent future service failures and complaints.
- Compensation Awards: Determine compensation levels for customers in line with relevant policies.
- Training and Policy Development: Work with the line manager to identify training needs and ensure new service managers understand complaint handling requirements.
- Stakeholder Relationships: Build and maintain productive relationships with internal and external stakeholders.
- Policy and Service Development: Contribute to the development of policies, practices, procedures, and service planning for Growth and Place, participating in projects, working groups, and audits as directed.
About You
- Experience: Proven experience in working with residents to resolve complaints and dealing with a diverse community client base, developing successful dispute resolution strategies.
- Organisational Skills: Ability to manage, organise, and coordinate a large caseload, handling conflicting priorities effectively.
- Record Keeping: Experience in setting up and maintaining accurate records, including database and spreadsheet management.
- Communication Skills: Excellent verbal and written communication skills, with the ability to present information clearly and accurately.
- Persuasion and Negotiation: Ability to persuade and negotiate with stakeholders to achieve desired outcomes.
- Commitment: Dedication to continuing personal development.
This role offers a unique opportunity to make a significant impact on service delivery and community satisfaction within a local authority in London. If you are committed to excellence and continuous improvement, we encourage you to apply.
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Complaint Resolution employer: Pertemps
Contact Detail:
Pertemps Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Resolution
✨Tip Number 1
Familiarize yourself with the Council’s policies and procedures regarding complaint handling. Understanding these guidelines will help you demonstrate your knowledge during the interview and show that you are prepared to align with their standards.
✨Tip Number 2
Highlight any previous experience you have in managing complaints or working with diverse communities. Be ready to share specific examples of how you successfully resolved disputes, as this will showcase your relevant skills and experience.
✨Tip Number 3
Prepare to discuss your organizational skills and how you manage a large caseload. Think of strategies you’ve used in the past to prioritize tasks and handle conflicting priorities effectively, as this is crucial for the role.
✨Tip Number 4
Demonstrate your communication skills by practicing clear and concise responses to potential interview questions. Being able to present information accurately and persuasively will be key in this position, so consider role-playing with a friend or mentor.
We think you need these skills to ace Complaint Resolution
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Complaint Resolutions Officer position. Understand the key responsibilities and required skills, as this will help you tailor your application to highlight relevant experiences.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in managing complaints and working with diverse communities. Provide specific examples of how you've successfully resolved disputes and improved service delivery.
Demonstrate Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure that your application is clear, concise, and free of errors. Use professional language and structure your documents logically.
Show Commitment to Improvement: Express your dedication to continuous personal development and service improvement in your application. Mention any relevant training or initiatives you've undertaken that align with the values of the local authority.
How to prepare for a job interview at Pertemps
✨Showcase Your Communication Skills
Since the role requires excellent verbal and written communication, be prepared to demonstrate your ability to present information clearly. You might be asked to draft a response to a hypothetical complaint during the interview, so practice articulating your thoughts concisely.
✨Highlight Your Experience with Complaints
Discuss specific examples from your past experience where you successfully resolved complaints. Focus on your approach to managing diverse community client bases and how you developed effective dispute resolution strategies.
✨Demonstrate Organisational Skills
The role involves managing a large caseload and conflicting priorities. Be ready to explain how you prioritize tasks and keep accurate records. You could share tools or methods you use for organization, such as databases or spreadsheets.
✨Emphasize Collaboration and Relationship Building
Since the position requires working with various stakeholders, prepare to discuss how you build and maintain productive relationships. Share examples of how you've collaborated with internal teams or external partners to achieve desired outcomes.
