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- Tasks: Investigate and respond to complex complaints, ensuring fairness and thoroughness.
- Company: Join a Local Authority in Tower Hamlets with a focus on community support.
- Benefits: Competitive pay rate of £24.12 - £31.92 per hour with potential for contract extension.
- Why this job: Make a real difference by helping residents navigate their complaints effectively.
- Qualifications: Experience in complaints handling and knowledge of the Housing Ombudsman framework required.
- Other info: Immediate start available; great opportunity for career growth in local authority services.
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.
Summary: The 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.
Essentials:
- 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 in London employer: Brackenberry
Contact Detail:
Brackenberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Review Officer in London
✨Tip Number 1
Network like a pro! Reach out to your contacts in the local authority or housing sector. A friendly chat can sometimes lead to job opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by brushing up on the Housing Ombudsman Complaint Handling Code. Knowing your stuff will show you’re serious about the role and ready to tackle those complex complaints.
✨Tip Number 3
Don’t just apply anywhere; focus on roles that match your skills. Use our website to find positions that fit your experience in complaints handling and social housing services.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you fresh in their minds and shows you’re genuinely interested in the position.
We think you need these skills to ace Complaints Review Officer in London
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 writing your application, 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 you as a strong candidate for the position.
Be Clear and Concise: Keep your application clear and to the point. Avoid jargon and make sure your points are easy to understand. We appreciate straightforward communication, especially when it comes to complaint handling!
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 get you in the running for this exciting opportunity.
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 roles where you've successfully managed complex complaints or investigations. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Be Resident-Focused
Demonstrate your commitment to providing a fair and thorough review process for residents. Think about how you can convey empathy and understanding in your responses, as this is crucial for the Complaints Review Officer role.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the types of complaints you might handle, and how success is measured in this role. This not only shows your interest but also helps you gauge if the position is the right fit for you.
