Senior Complaints Officer

Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Senior Complaints Officer on a 3 months contract initially with a possibility of further extension.

Role Overview:

The Senior Complaints Officer will be a key player in managing and responding to complex housing complaints, ensuring effective resolution, and maintaining high service standards.

Main Responsibilities:

• Serve as the primary point of contact for residents raising complaints or enquiries, offering frontline housing information and advice.
• Manage and draft responses to enquiries from Cabinet members, MPs, and the Ombudsman, meeting deadlines and maintaining quality standards.
• Assist in creating case files for the Housing Ombudsman and managing recommendations from final determination reports.
• Maintain the complaints system, ensuring timely recording of complaints and enquiries, and support officers in utilizing the complaints database.
• Monitor and report on performance of the complaints and enquiries service, conducting monitoring and auditing tasks as directed.
• Coordinate information within the Housing Team to ensure comprehensive responses to complaints and enquiries, meeting client’s and Ombudsman requirements.
• Provide an overview of contract performance for complaints and enquiries, monitoring relevant information.

We are looking for someone who is currently or recently worked in a local authority dealing with complaints and queries. Candidates will need excellent communication skills- written and verbal. You will be preparing and sending written responses.

If this sounds good to you, please apply for immediate contact or call Inesa directly.