Complaint Resolutions Officer

Job Title: Complaint Resolutions Officer
Department: Housing Services
Reports To: Complaint Resolution Manager
Grade: PO1
Rate: £22.36 per hour PAYE / £27.83 per hour PAYE

---

Role Overview:
We are seeking a dedicated and proactive Complaint Resolutions Officer to join our Housing Services team. In this role, you will play a key part in delivering an efficient and effective complaints, enquiries, and compliments management service. Your work will ensure that service standards are met, performance targets are achieved, and customer satisfaction is maintained.

---

Key Responsibilities:

• Draft and deliver high-quality responses to complaints, enquiries, and compliments, ensuring accuracy, consistency, and compliance with organisational policies and the Ombudsman Complaint Handling Code.
• Investigate and resolve issues efficiently to prevent escalation, working collaboratively with internal and external stakeholders.
• Monitor and track complex cases, ensuring follow-up actions are completed within agreed timescales and to the satisfaction of customers.
• Provide regular feedback to residents and stakeholders, maintaining transparency and confidence in the complaints process.
• Contribute to performance reports and promote learning from complaints to drive continuous service improvement.
• Support the corporate complaints team by collating information, conducting specialist investigations, and coordinating responses.
• Award compensation in line with relevant policies and ensure lessons learned are embedded to prevent future service failures.
• Build and maintain strong relationships with customers, contractors, elected members, and internal teams to ensure consistent practices across the department.
• Contribute to policy development and participate in projects, audits, and service reviews as directed.
• Align actions and decisions with the organisation’s commitment to addressing climate and ecological challenges.

---

About You:

Essential Skills and Experience:

• Proven experience in resolving complaints and working with diverse communities to achieve successful outcomes.
• Strong ability to manage a high-volume caseload, prioritise effectively, and meet deadlines in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to present information clearly and persuasively.
• Experience in maintaining accurate records and managing databases or spreadsheets.
• A collaborative approach, with the ability to negotiate and build relationships with a wide range of stakeholders.
• A commitment to personal development and continuous improvement.

Desirable:

• Knowledge of Freedom of Information enquiries, Ombudsman cases, or Subject Access Requests.
• Experience in policy development or contributing to service improvements.

---

Why Join Us?

This is an excellent opportunity to make a meaningful impact within a dynamic team. You will have the chance to develop your skills, contribute to service improvements, and play a vital role in ensuring customer satisfaction.
If you are a proactive problem-solver with a passion for delivering high-quality service, we would love to hear from you.

---

How to Apply:
Please submit your CV outlining your suitability for the role.
Start Date: ASAP

Join us and help make a difference!