Corporate Complaints Officer in City of London

BBS Recruitment is an independent recruitment agency for the transport and logistics sector, supplying to a variety of clients across London, Hertfordshire and surrounding areas. We also recruit for Social Care and Public Sector roles.

The successful Corporate Complaints Officer will be responsible for ensuring timely good quality responses are delivered and that advice and guidance is given to colleagues in delivering that function. The successful Corporate Complaints Officer will deliver an excellent customer‑orientated dispute resolution service which provides the customer with a suitable solution and a satisfying experience, by contributing and supporting the delivery of an efficient complaints and information service, whilst supporting internal colleagues in delivering this.

Duties and Responsibilities

• Investigate complaints in line with the council’s Corporate Complaints Policy, presenting complex information in an accessible and readable form, and monitoring the implementation of any decisions or recommendations arising from the complaint.
• Take the lead role in responding to enquiries from the Local Government Ombudsman and Independent Housing Ombudsman, and monitor implementation of any Ombudsman decisions or recommendations arising from their enquiries.
• Undertake a portfolio of responsibilities in connection with the effective application of the complaints, Members’ Enquiries and information requests policies in support of the council’s wider aims and objectives.
• Support the Corporate Complaints Manager and Senior Complaints Officers in ensuring effective development and implementation of relevant policies, including the Corporate Complaints Policy, Members’ Enquiries Protocol and legislative frameworks governing information requests.
• Identify improvements to services and changes to policies and procedures as a result of complaints, Members’ Enquiries and Ombudsman cases, working with service managers to oversee implementation, including devising action plans and a monitoring framework.
• Identify training needs across all departments, and develop and deliver training and presentations on complaints and Members’ Enquiries to council members, officers, customer forums and other groups as required.
• Act as a point of contact for anyone with enquiries about the procedure for making complaints or submitting an information request, developing professional relationships with relevant stakeholders.
• Establish and promote effective working relationships with internal departments and external agencies concerning complaints, member’s and enquiries from the Local Government Ombudsman / Independent Housing Ombudsman, and information requests following referral procedures, protocols and processes with internal departments and external agencies, to achieve the best possible outcome for both the customer and council.
• As directed undertake project work that contributes to service improvement and supports the development of the Central Complaints Team.
• Utilise IT systems to update and record information required according to guidance and established procedures, ensuring information held is accurate and up to date at all times.
• Undertake ongoing professional development and actively participate in training sessions, keeping up to date with legislation, case law, best practice and council policies and procedures and initiatives.

Working Hours: 09.00 am – 17.00 pm

Requirements for the Corporate Complaints Officer

• Detailed and up-to-date knowledge and understanding of relevant central and local Government policy and processes.
• Previous experience of working in a customer service environment with 2 years’ experience managing and developing multiple staff.
• Experience of handling confidential information sensitively.
• Fully proficient working knowledge of Windows & Microsoft packages (including Word, Excel, E‑mail and Internet).

If interested in this role and have the relevant experience please apply with your CV.