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- Tasks: Manage and resolve complex housing complaints while maintaining high service standards.
- Company: Local Authority offering a supportive and dynamic work environment.
- Benefits: 3-month contract with potential for extension and valuable experience.
- Other info: Opportunity to work closely with Cabinet members, MPs, and the Ombudsman.
- Why this job: Make a real difference in residents' lives by ensuring their voices are heard.
- Qualifications: Experience in local authority complaints handling and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Senior Complaints Officer on a 3 months contract initially with a possibility of further extension.
Role Overview
The Senior Complaints Officer will be a key player in managing and responding to complex housing complaints, ensuring effective resolution, and maintaining high service standards.
Main Responsibilities
- Serve as the primary point of contact for residents raising complaints or enquiries, offering frontline housing information and advice.
- Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman, meeting deadlines and maintaining quality standards.
- Assist in creating case files for the Housing Ombudsman and managing recommendations from final determination reports.
- Maintain the complaints system, ensuring timely recording of complaints and enquiries, and support officers in utilizing the complaints database.
- Monitor and report on performance of the complaints and enquiries service, conducting monitoring and auditing tasks as directed.
- Coordinate information within the Housing Team to ensure comprehensive responses to complaints and enquiries, meeting client’s and Ombudsman requirements.
- Provide an overview of contract performance for complaints and enquiries, monitoring relevant information.
We are looking for someone who is currently or recently worked in a local authority dealing with complaints and queries. Candidates will need excellent communication skills - written and verbal. You will be preparing and sending written responses.
If this sounds good to you, please apply for immediate contact or call Inesa directly.
Senior Complaints Officer employer: Aatom Recruitment
Contact Detail:
Aatom Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Officer
✨Tip Number 1
Network like a pro! Reach out to your connections in local authorities or housing sectors. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for the interview by brushing up on common complaints handling scenarios. Think about how you would respond to tricky situations and be ready to share your experiences.
✨Tip Number 3
Showcase your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, you're not just answering questions; you're demonstrating how you'd handle resident enquiries.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Senior Complaints Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with complaints management. We want to see how your skills align with the role of Senior Complaints Officer, so don’t hold back on showcasing relevant examples!
Show Off Your Communication Skills: Since this role requires excellent written communication, ensure your application is clear and concise. We love a well-structured response, so take the time to proofread and polish your writing before hitting send.
Highlight Your Local Authority Experience: If you've worked in a local authority before, make it known! We’re looking for candidates who understand the ins and outs of handling complaints in this environment, so share any relevant experiences that demonstrate your expertise.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get in touch with you quickly. Don’t miss out on this opportunity!
How to prepare for a job interview at Aatom Recruitment
✨Know Your Complaints Inside Out
Make sure you’re familiar with common housing complaints and the processes involved in resolving them. Brush up on local authority policies and any recent changes that might affect how complaints are handled.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, prepare examples of how you've effectively communicated complex information in the past. Think about times when you’ve drafted responses to high-profile enquiries or managed difficult conversations.
✨Demonstrate Your Organisational Skills
Be ready to discuss how you manage multiple complaints and ensure timely responses. Bring examples of how you’ve maintained records or used a complaints database to track progress and outcomes.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaint scenarios. Practice your responses to demonstrate your problem-solving skills and ability to maintain service standards under pressure.