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- Tasks: Investigate and respond to complex complaints, ensuring fair reviews for residents.
- Company: Local Authority in Tower Hamlets with a commitment to equality.
- Benefits: Competitive pay rate of £24.12 - £31.92 per hour and potential for contract extension.
- Why this job: Make a real difference in residents' lives by resolving their complaints effectively.
- Qualifications: Experience in complaints handling and knowledge of the Housing Ombudsman framework.
- Other info: Immediate start available; dynamic role with opportunities for growth.
The predicted salary is between 24 - 32 £ per hour.
We are working closely alongside a Local Authority in Tower Hamlets to assist with the appointment of a Complaints Review Officer, on a 1.5-month contract, likely to be extended at clients discretion. Please apply with your CV for immediate consideration.
Rate of Pay: £24.12 - £31.92 per hour
OverviewThe Complaints Review Officer will ensure residents receive a fair, thorough, and resident-focused review of their complaints. Acting as a business partner to the Housing Management Service, the post holder will support compliance with the Housing Ombudsman Complaint Handling Code, draft high-quality responses, manage complex complaint cases, and identify learning to prevent escalation to the Housing Ombudsman.
Responsibilities- Investigate and respond to complex complaints, including Stage 1 and Stage 2 cases, high-profile Member Enquiries, and Housing Ombudsman cases
- Monitor and report on performance and compliance with the Housing Ombudsman Complaint Handling Code
- Draft clear, accurate, and high-quality complaint responses within statutory timescales
- Reduce complaint escalations by ensuring agreed actions are recorded, monitored, and delivered
- Maintain oversight of corrective actions and keep residents informed of progress
- Provide dedicated case management for complex and ad hoc cases, maintaining a clear audit trail
- Relevant experience in complaints handling within a local authority or registered housing provider
- Experience of managing complex investigations and drafting professional responses
- Knowledge and experience of working with the Housing Ombudsman and regulatory frameworks
- In-depth knowledge of the Housing Ombudsman Complaint Handling Code
- Strong understanding of social housing services and local authority environments
Please note you should be available to work immediately or at short notice. You should have the right to work in the U.K. This role requires a Basic DBS.
Complaints Review Officer employer: Brackenberry
Contact Detail:
Brackenberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Review Officer
✨Tip Number 1
Network like a pro! Reach out to your contacts in the local authority or housing sector. A friendly chat can lead to insider info about the role and even a recommendation.
✨Tip Number 2
Prepare for the interview by brushing up on the Housing Ombudsman Complaint Handling Code. We want you to show off your knowledge and how you can apply it to real-life scenarios.
✨Tip Number 3
Practice your responses to common interview questions, especially around handling complex complaints. We suggest using the STAR method to structure your answers effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the quickest way to get your CV in front of the right people and kickstart your journey as a Complaints Review Officer.
We think you need these skills to ace Complaints Review Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Review Officer role. Highlight your relevant experience in complaints handling and any specific knowledge of the Housing Ombudsman Complaint Handling Code. We want to see how your skills match what we're looking for!
Showcase Your Experience: When detailing your work history, focus on your experience with complex investigations and drafting professional responses. Use examples that demonstrate your ability to manage complaints effectively. This will help us see your potential impact in the role.
Be Clear and Concise: In your application, clarity is key! Make sure your writing is straightforward and free of jargon. We appreciate well-structured responses that get straight to the point, especially when it comes to your approach to complaint management.
Apply Through Our Website: Don’t forget to apply through our website for immediate consideration! It’s the best way for us to receive your application and keep track of all candidates. Plus, it makes the process smoother for everyone involved.
How to prepare for a job interview at Brackenberry
✨Know Your Stuff
Make sure you brush up on the Housing Ombudsman Complaint Handling Code and any relevant local authority regulations. Being able to discuss these confidently will show that you're serious about the role and understand the framework you'll be working within.
✨Showcase Your Experience
Prepare specific examples from your past work where you've successfully managed complex complaints or investigations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your skills in action.
✨Be Resident-Focused
Emphasise your commitment to providing a fair and thorough review process for residents. Think of ways you can demonstrate your understanding of their needs and how you would ensure they feel heard and valued throughout the complaints process.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the team you'll be working with. This not only shows your interest but also helps you gauge if the position aligns with your career goals. Consider asking about the types of cases you'll handle or how success is measured in this role.
