RQ1747687(SJ) – Customer Support Officer [Complaints] – Southwark Council in London

HYBRID – in office Monday, Tuesday and Wednesday. WFH Thursday and Friday.

Responsibilities

• Draft clear, accurate, and timely acknowledgement letters for all incoming housing complaints, setting expectations on process, timescales, and next steps.
• Log and categorise complaints correctly within internal systems, ensuring all relevant details and supporting evidence are captured from the outset.
• Investigate Stage 1 complaints thoroughly by reviewing case histories, tenancy records, policies, and correspondence to establish facts.
• Liaise with internal teams, contractors, and stakeholders to gather information and resolve issues promptly at Stage 1.
• Produce high‑quality Stage 1 response letters that are clear, concise, empathetic, and aligned with policy and regulatory standards.
• Apply a customer‑first approach by recognising the impact on residents and offering practical, fair resolutions.
• Manage Stage 2 (escalated) complaints with enhanced scrutiny, ensuring independence and a fresh, unbiased review of the case.
• Identify any service failures, learning points, and areas for improvement during Stage 2 investigations.
• Draft detailed and well‑reasoned Stage 2 responses, addressing all points raised and clearly explaining decisions and outcomes.
• Ensure all responses meet strict deadlines and comply with internal complaints procedures and regulatory requirements.
• Handle Members’ Enquiries (e. g., from MPs or councillors) with professionalism, ensuring accurate, sensitive, and timely responses.
• Coordinate with relevant departments to provide comprehensive updates and resolutions for Members’ Enquiries.
• Maintain a high standard of written communication, ensuring responses reflect organisational values and accountability.
• Respond to Housing Ombudsman queries, providing complete and well‑documented case files within required timescales.
• Liaise with internal teams to gather evidence and ensure responses to the Ombudsman are accurate and transparent.
• Support investigations by demonstrating compliance with complaint handling procedures and highlighting learning outcomes.
• Maintain exceptional attention to detail across all casework, ensuring accuracy in records, correspondence, and reporting.
• Consistently produce professional, well‑structured written responses with clear reasoning and appropriate tone.
• Ensure confidentiality and data protection standards are upheld in all aspects of complaint handling.
• PAYE rate per hour: £17.54
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