Complaints Investigation Officer

Wax Recruitment Ltd; Loughborough; Hybride; GBP 22 000 - 31 000; Plein temps

Résumé du poste

Wax Recruitment Ltd is seeking a Complaints Investigation Officer for Charnwood Borough Council in Loughborough, with a mix of office and homeworking days and a salary of £18.96 per hour. The role focuses on collating customer feedback to drive improvements and acting as the first contact for the Corporate Complaint Policy.

The ideal candidate will have knowledge of the Housing Ombudsman and Local Government and Social Care Ombudsman, together with experience investigating complaints and

Qualifications

• Experience of investigating complaints.
• Experience of responding to Stage 2 local authority complaints.
• Knowledge of Housing Ombudsman and Local Government and Social Care Ombudsman.

Responsabilités

• Collate and present customer feedback and insights to enable service improvements across the organisation.
• Be the first point of contact for the Corporate Complaint Policy.
• Administer the Corporate Complaints Policy, ensuring timely and quality responses to complaints.
• Provide advice on the Council�s insurance arrangements to services as required.
• Assist with relevant aspects of the Council�s risk management framework.
• Deliver an effective and inclusive service to all service users, fairly and without discrimination.

Connaissances

Complaint investigation

Stage 2 complaints

Ombudsman knowledge

Description du poste

Job title: Complaints Investigation Officer

Job Category: Admin & Clerical

Location: Council Offices, Southfield Road, Loughborough, Leicestershire, LE11 2TX, Charnwood Borough Council

Salary: £18.96 per hour

2 days in the office, 3 days at home

Job Purpose

To collate and present customer feedback and customer insight to enable the improvements service processes across the organisation.

To be the first point of contact for the Corporate Complaint Policy.

To administer the Corporate Complaints Policy, ensuring timely and quality responses to complaints.

Provide advice and guidance on the Council�s insurance arrangements to services as the service requires.

To assist with relevant aspects of the Council�s risk management framework.

Delivery of an effective and appropriate service to all service users, fairly and without discrimination.

Knowledge of Housing Ombudsman and Local Government and Social Care Ombudsman

Experience of investigating complaints

Experience of responding to Stage 2 local authority complaints