Senior Complaints Officer

Tower Hamlets Partnership; London; On-site; GBP 35,000 - 45,000; Full time

Job summary

An exciting opportunity to join the Council’s Complaints Service as a Senior Complaints Officer. This position will focus on ensuring compliance with complaints legislation, investigating corporate complaints, and leading casework for the Ombudsman. Ideal candidates will have experience in complaints management and be adept at using electronic systems.

Qualifications

• Experience in complaints management is essential.
• Proficiency in an electronic case management system required.

Responsibilities

• Ensure compliance with statutory obligations regarding complaints.
• Investigate complex corporate complaints and prepare responses.
• Provide advice to residents and stakeholders, including senior managers.

Skills

Complaints Management

Case Management System Proficiency

Job description

An exciting opportunity has arisen to join the Council’s Complaints Service as a Senior Complaints Officer.

This role involves ensuring compliance with the Council’s statutory obligations under children’s, adults’, and public health complaints legislation. The post holder will investigate complex corporate complaints and prepare detailed responses to residents.

The successful candidate will provide advice and guidance to residents and stakeholders, including senior managers across all Council services. They will also lead on the completion of Ombudsman casework.

Essential requirements include knowledge and experience in complaints management and proficiency in using an electronic case management system.

For more information about this role, please contact Mr. Usman Zia.

The Tower Hamlets vision is that: people are aspirational, independent, and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to meet the changing needs of our borough. We seek individuals who embody our TOWER values: Together; Open; Willing; Excellent; Respect.