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- Tasks: Manage and respond to complex housing complaints while supporting the team.
- Company: Local Authority seeking a dedicated Senior Complaints Officer.
- Benefits: 3-month contract with potential for extension and valuable experience.
- Other info: Opportunity to develop skills in complaint management and service improvement.
- Why this job: Make a real difference in residents' lives by resolving their housing issues.
- Qualifications: Experience in the housing sector and local authority required.
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 for Housing Services on a 3 months contract with a possibility of further extension. The post holder will play a vital part in helping to support the team manage and respond to complaints.
Main responsibilities include:
- Act as a point of contact for residents wishing to raise a complaint or general enquiry.
- Provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
- Manage and draft responses to enquiries from Cabinet members, MPs and Ombudsman ensuring that deadlines for responses are met.
- Support the creation of case files for the Housing Ombudsman.
- Manage all recommendations made by the Housing Ombudsman in its final determination report.
- Ensure the complaints system is maintained and complaints and enquiries are recorded within target times.
- Support and train officers in their use of the complaints database.
- Ensure the housing teams meet the targets for the complaints process and that the quality and presentation of external correspondence meet the clients' requirements.
- Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
- Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the client and Housing Ombudsmen.
- Produce an overview for the complaints and enquiries regarding contract performance.
Note: Housing Sector experience is required, as well as local authority experience.
Senior Complaints Officer – Housing employer: Aatom Recruitment
Contact Detail:
Aatom Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Officer – Housing
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or local authority. A quick chat can lead to insider info about job openings or even a referral that could get your foot in the door.
✨Tip Number 2
Prepare for interviews by researching common complaints and resolutions in housing services. We want you to show off your knowledge and how you can tackle complex issues head-on!
✨Tip Number 3
Practice your responses to potential interview questions, especially around managing complaints and working with various stakeholders. The more confident you are, the better you'll come across!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates like you!
We think you need these skills to ace Senior Complaints Officer – Housing
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in the housing sector and local authority. We want to see how your skills match the role of Senior Complaints Officer, so don’t hold back on showcasing relevant examples!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, especially when it comes to complex issues like complaints management. Use bullet points where possible to make your key achievements stand out.
Showcase Your Communication Skills: As a Senior Complaints Officer, strong communication is key. In your application, demonstrate how you've effectively handled complaints or enquiries in the past. We want to see your ability to manage sensitive situations with professionalism and empathy.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can easily track your application and get in touch with you faster. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Aatom Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of housing complaints and local authority processes. Familiarise yourself with common issues residents face and how they can be resolved. This will show that you're not just interested in the role, but that you understand the challenges involved.
✨Showcase Your Communication Skills
As a Senior Complaints Officer, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've handled complex enquiries or complaints in the past. Highlight your ability to draft clear, concise responses and manage expectations.
✨Demonstrate Your Organisational Skills
This role involves managing multiple cases and deadlines. Be ready to discuss how you prioritise tasks and keep track of documentation. You might even want to bring a sample of a performance report or case file you've worked on to illustrate your organisational prowess.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of complaints you’ll be handling, or how success is measured in this role. This shows your genuine interest and helps you gauge if the position is the right fit for you.