Complaints Advisor

We are currently recruiting on behalf of our client, a social housing provider based in South West London for two Complaints Advisors on a permanent basis. This role is 36 hours per week (Mon-Thu 9am – 5.15pm, Fri–9am – 5pm), and offer hybrid working (3 days in office 2 days work from home). Candidates must have experience of dealing with stage 1 and 2 complaints and the housing ombudsman. Below are the details for the position: What You’ll Do: * Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution * Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy * Raise safeguarding concerns where necessary * Resolve complaints and avoid escalation to stage 2 by working with senior stakeholders cross the whole business and ensuring the customer is happy with the outcome * Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for Review * Work with other teams, taking ownership to respond to enquiries from Councillors, MPs and the Housing Ombudsman within agreed timescales, with the support of the Complaints and Complex Case Manager * Identify any trends within the complaints process and raise these with the Complaints and Complex Case Manager to prevent further complaints and service failure * Make sure a thorough audit trail of each complaint case is available and updated on CRM, in line with the Housing Ombudsman guidelines