We are currently working in partnership with a local authority based in Surrey, who are recruiting for a Complaints Officer on a 3-month contract with potential for extension. The position is due to start August 2024.

The rate of pay for this role is up to £25 per hour via UMB negotiable dependant on experience.

The ideal candidate will extensive experience dealing with complaints, preferably within a social housing context.

Duties will include (but are not limited to):

• Lead on the management of the complaints process for housing repairs and on the investigation, reporting and resolution of complaints
• Manage complex or contentious applications, cases and inspections that will require an understanding of one specialist area, processes and compliance, regulations and legislation, acting as the single point of contact for customers on those cases, attending court as appropriate
• liaising with complainants and services to gather information, investigation of complaints, drafting responses and the monitoring of the overall process, including lessons learnt in line with the Housing Ombudsman Complaint Handling Code
• Lead on Member, MP enquiries, Freedom of Information requests liaising with the Local Government and Housing Ombudsmen and other services to resolve issues and enquiries
• support colleagues in developing, reporting and monitoring of performance and insight data and systems ensuring robust information is available to support business and service decisions
• Deliver customer-focused specialist advice and services for one area of specialism, keeping up to date with current and emerging legislation, best practice and policy to ensure continuous development and improvement in services

Experience required:

• Experience of customer services including complaints handling and resolution
• Good knowledge of the Housing Ombudsman Complaint Handling Code
• Experience of working with a diverse customer group including Councillors, residents, including vulnerable people
• Experience of working within social housing or Local Government (desirable)

Skills, knowledge and expertise required:

Rewards and Benefits:

• Hybrid working
• Flexible working days
• Strong possibility of contract extension

Working hours:

• 37.5 hours per week
• Monday – Friday, 9am-5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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