Complaints Investigator

Vox Network Consultants; London; On-site; GBP 62,000 - 70,000; Full time

Job summary

A leading company in the public sector is seeking a Complaints Investigator based in South East London for a 3 to 6 month contract. The role involves managing complex complaints, enhancing service delivery, and working closely with various stakeholders. The ideal candidate should have experience in complaint handling, especially within a housing context, and the ability to produce detailed reports and recommendations.

Qualifications

• Experience in complaint handling roles.
• Knowledge of Corporate Complaints processes.
• Experience in housing association or council.

Responsibilities

• Support Housing Complaints Manager with a high-quality complaints service.
• Investigate complex complaints across multiple service areas.
• Produce reports on complaints and recommend improvements.

Skills

Analytical Skills

Customer Feedback Analysis

Job description

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Complaints Investigator
Based in South East London
Initial 3 to 6 month ongoing contract
Mon to Fri 9am to 5pm
£29.80 p/hr umbrella


Role Purpose

Support the Housing Complaints Manager in the delivery of a high-quality complaints service to customers and the Dealing with complex and multi-faceted complaints across two or more service areas. Respond to customer’s complaints and work to regain their trust by taking prompt and appropriate actions to put things right.

Undertake investigation of complex and multi-faceted complaints for all service areas in the Housing Department. Provide effective and timely resolution to complaints and cabinet member enquiries in line with the Council and Ombudsman’s expectations, whilst ensuring excellent customer service is delivered.

Responsibilities

Draw on knowledge of service area functions, policies and procedures to thoroughly investigate and respond to stage one complaints and members enquiries in a timely manner, whilst taking relevant legislation and statutory obligation into consideration.

Ensure investigation process continuously improves to reflect best practice and the council’s value of getting it right first time. Manage corrective and follow up actions from complaints effectively until completion.

Make recommendations on compensation awards for service failures as appropriate using the council’s compensation policy and Housing and Local Government Ombudsman’s case review as a guide.

Produce reports setting out complaints, findings, recommendations and lessons learnt from complaints and recommend strategic solutions to improve service delivery to residents. Support Housing Complaints Manager and Head of Complaints and Quality Assurance on how recommendations and improvements can be implemented.

Provide support to Corporate Complaints - Stage 2 Team to ensure the Councils overall vision, values and ethos are sustained as part of the process. Build effective working relationships and act as ambassador and advocate with colleagues and external stakeholders, including regulators and contractors and local councillors.

Requirements

Experience of working in a complaint handling role with an ability to analyse complex complaints, customer feedback and evidence findings.

Experience working in a housing association or council

Knowledge and understanding of the Corporate Complaints processes and associated legislation and policies.

Experience of handling and resolving complex or multi-faceted service related complaints

If you are interested in this position AND meet the requirements, APPLY NOW!