Senior Complaints Resolution Officer in London

Are you a Senior Complaints Resolution Officer looking for your next role? LB Hammersmith and Fulham are currently recruiting for a Senior Complaints Resolution Officer to join their team!

Role Description

You will play a pivotal role in delivering an effective complaints, enquiries and compliments management service which ensures service standards are met. Providing responses to complaints and members enquiry cases in accordance with the Council's policy and procedures to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated. May provide line management and supervision for 2 Customer Resolution Officers, depending on operational need.

Responsibilities

• To participate in the delivery of an effective complaints, enquiries and compliments management service which ensures service standards are met.
• To provide information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases and Subject Access Requests in accordance with the Council's policy and procedures.
• To contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
• Monitor and track multi complex complaints, enquiries, and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments.
• To work collaboratively with internal and external parties including elected members, managers, and contractors, and providing regular feedback to residents to ensure consistent practices operate across the directorate.
• To co‑coordinate and facilitate compensation payments.
• Carry out specialist investigations into complex and multi‑service complaints and co‑coordinate responses.
• Assist with the delivery of training to new and existing staff on processes and procedures, and systems.
• Co‑coordinate and monitor the responses to Member’s enquiries, from to ensure they are dealt with effectively, on time.
• Monitor follow up work or actions to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
• Work with the manager to motivate and engage the Customer Resolution Team.
• Delegation and management of stage one complaints, members and cabinet enquiries.
• Delivering training with the support of the customer service centre trainer to new and existing staff on processes and procedures.
• Quality assuring the investigations and written responses of customer resolution officers and provide coaching support.
• To be the first point of escalation for customer resolution officers.
• To be the contract lead for one or more stakeholders and be responsible for leading regular meetings with them and monitoring and ensuring the progress of complaint resolutions.
• Responsible for complex cases.
• To provide cover for customer resolutions manager in their absence.
• To provide reports on stage one complaints, members and cabinet enquiries when required.
• Build and maintain effective and productive working relationships with internal and external stakeholders.
• Carry out other duties commensurate with their grade and directed by manager.

Experience

• Experience of working in the social housing sector.
• Experience of dealing with a diverse community client base and developing successful strategies for dispute resolution.
• Experience of maintaining accurate records and using databases.

Knowledge

• Understanding and practical application of the Housing Ombudsman Code.
• Proficient in MS‑Word, MS‑Excel, MS‑Outlook, and MS‑Teams.

Skills

• Ability to lead and motivate others.
• Ability to manage, organise and co‑ordinate a large caseload, and manage conflicting priorities.
• Excellent verbal and written communication skills.
• Able to present information clearly, systematically, and accurately.
• Ability to persuade and negotiate with stakeholders to achieve desired outcomes.
• A commitment to continuing personal development.

Morgan Hunt is an equal opportunities employer.