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- Tasks: Investigate and resolve complex housing complaints while ensuring timely and fair resolutions.
- Company: Join Southwark Council, dedicated to improving community services and resident satisfaction.
- Benefits: Enjoy a supportive work environment with opportunities for professional development and training.
- Why this job: Make a real impact in the community by enhancing service quality and resident experiences.
- Qualifications: Experience in handling complex complaints and knowledge of relevant legislation is essential.
- Other info: You'll collaborate with various stakeholders and help drive continuous improvement across the service.
The predicted salary is between 28800 - 43200 £ per year.
What does a Complex Complaints Officer do at Southwark Council? As a Complex Complaints Officer, you will support the Housing Complaints Manager in: Delivering a high-quality complaints service, investigating, and resolving stage one complaints across the Housing Department. You will take responsibility for analysing complex complaints, identifying root causes, and recommending service improvements, while ensuring timely and fair resolutions that meet both the Council’s and Ombudsman’s expectations. Prepare detailed reports on key trends, lessons learned, and corrective actions for senior management, helping to drive continuous improvement across the service. The role will also involve building strong working relationships with internal and external stakeholders, ensuring complaints are handled efficiently and with integrity. You will oversee the complaints database, ensuring it is fit for purpose, while also delivering training and guidance for colleagues. Ultimately, this role will support the delivery of a resident focused service, making a real difference to the community. To be considered for this role you will: Have significant experience dealing with a range of complex complaints, with the ability to identify and implement suitable resolutions. Have a deep understanding of statutory requirements and relevant legislation, including the Housing Ombudsman’s Complaints Handlin…
Housing Complex Complaints Officer employer: Southwark Council
Contact Detail:
Southwark Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complex Complaints Officer
✨Tip Number 1
Familiarize yourself with the specific complaints processes and statutory requirements relevant to housing complaints. Understanding the legal framework will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former employees in similar roles, especially within local councils. They can provide valuable insights into the day-to-day responsibilities and challenges of a Complex Complaints Officer.
✨Tip Number 3
Prepare to discuss specific examples from your past experience where you've successfully resolved complex complaints. Highlight your analytical skills and how you've implemented service improvements based on your findings.
✨Tip Number 4
Showcase your ability to build relationships with stakeholders by preparing examples of how you've collaborated with different teams or departments in previous roles. This will be crucial for demonstrating your fit for the position.
We think you need these skills to ace Housing Complex Complaints Officer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Complex Complaints Officer position at Southwark Council. Understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience with complex complaints handling. Provide specific examples of how you've successfully resolved complaints and implemented improvements in previous roles.
Demonstrate Knowledge of Legislation: Showcase your understanding of statutory requirements and relevant legislation related to housing complaints. Mention any specific laws or guidelines you are familiar with that pertain to the role.
Focus on Communication Skills: Since building strong relationships with stakeholders is crucial, highlight your communication skills. Include examples of how you've effectively communicated with various parties to resolve issues and improve services.
How to prepare for a job interview at Southwark Council
✨Show Your Experience with Complex Complaints
Be prepared to discuss specific examples from your past experience where you successfully handled complex complaints. Highlight your analytical skills and how you identified root causes to implement effective resolutions.
✨Understand the Legislation
Familiarize yourself with the relevant statutory requirements and legislation, especially those related to housing complaints. This knowledge will demonstrate your commitment to compliance and your ability to navigate the complexities of the role.
✨Emphasize Relationship Building Skills
Discuss your approach to building strong working relationships with both internal and external stakeholders. Provide examples of how you have effectively collaborated with others to resolve complaints and improve services.
✨Prepare for Scenario-Based Questions
Anticipate scenario-based questions that may be posed during the interview. Think about how you would handle specific complaint situations, ensuring you articulate your thought process and decision-making skills clearly.
