Purpose:
* Support the Housing Complaints Manager in the delivery of a high-quality complaints service to customers and deal with complex and multi-faceted complaints across two or more service areas. Respond to customer 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.
* Identify complaint themes, patterns, and trends and recommend corrective actions that can improve the service to the Housing Complaints Manager. Support the Housing Complaints Manager in producing performance reports for the Head of Complaints and Quality Assurance and Senior Management Team.
Main role:
* 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 obligations into consideration.
* Develop a sense of pride and passion and a “can do” attitude in resolving complaints in compliance with the Council’s Complaints policy, the Housing and Local Government Ombudsman Complaints Handling Code, and Social Housing Regulation Bill.
* Ensure complaints and members' enquiries are investigated fairly and impartially, using an evidence-based approach to understand the complaint and achieve a satisfactory resolution.
* Ensure the investigation process continuously improves to reflect best practice and the council’s value of getting it right the 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 learned from complaints and recommend strategic solutions to improve service delivery to residents. Support the Housing Complaints Manager and Head of Complaints and Quality Assurance on how recommendations and improvements can be implemented.
* Provide support to the Corporate Complaints – Stage 2 Team to ensure the Council's overall vision, values, and ethos are sustained as part of the process. Build effective working relationships and act as an ambassador and advocate with colleagues and external stakeholders, including regulators, contractors, and local councillors.
* Deal with high-level and complex complaints from Cabinet Members. Conduct investigations into such complaints and reach an outcome based on the merits of each case, whilst managing risk to the organisation.
* Assist in the administration of the Council’s complaints and casework database to ensure it is fit for purpose. Deliver training and guidance to staff on the use of the system.
* Take ownership of complaints from start to closure, ensuring the customer is clear about how any outstanding actions by the business will be taken forward.
* Ensure investigations are carried out within the Council's framework, policies and procedures, and relevant legislation, including regulatory requirements under the Housing and Local Government Ombudsman Complaints Handling Code and Social Housing Regulation Bill.
* Undertake any other duties commensurate with the level and grade of the post and deputise for the Housing Complaints Manager as and when appropriate.
Additional Information:
* Hybrid – 3 days in the office, 2 days at home
* 36 hours a week, 9-17:00pm
* £29.42 per hour
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