One of my local government clients are currently recruiting an experienced Quality Assurance Officer on a temporary basis. This is a 3-month minimum contract with the possibility of the role being extended further to work Monday to Friday 9:00am to 5:00pm.
Hybrid working role were, however, you will be required to attend the office 2/3 times a week.
Overview:
* To support the Complaints & Quality Assurance Manager in the delivery of a high-quality complaints service within the Housing department by effectively handling, reviewing and analysing complaints to drive service improvements.
* To provide support on quality control and assurance testing of complaints and member enquiries. To review sample responses for quality of response, analyse pattern and trends in complaints, draw out lessons learnt, follow up actions and recommendations, and implement database systems to record analysis.
* To support the quality assurance team to drive continuous improvements in quality of complaints response and resolutions. To use of learnings and lessons learnt from complaints and quality assurance process to improve customer experience with the Council.
* To identify root cause of complaints and contribute to the development and implementation of service improvements and quality assurance initiatives that are compliant with the Council’s complaints policy and Housing and Local Government Ombudsman statutory requirements.
Responsibilities:
* Gather evidence and analyse information to determine the validity of complaints, members’ enquiries and responses, and identify areas for service improvement.
* Ensure investigations are carried out within the councils framework and polices and also in complaint with relevant legislation and statutory requirements such statutory obligations under the Housing and Local Government Ombudsman Handling Code, Social Housing (Regulation) Bill and other statutory bodies.
* Draw upon most current case law (national) and case audit reviews, decision letters, complaints and member enquiries (internal) to assist the Complaints & Quality Assurance Manager create a training programme for Housing Complaints Team.
* Support a culture of continual learning and service improvement by gathering evidence of training needs through regular audits of response to complaints and member enquiries, casework management practice and adherence to statutory timescales.
* To analyse complaint trends, identify root causes and collaborate with relevant stakeholders to develop and implement practical changes that will reduce the overall number of complaints.
If you are interested in this vacancy, please send your CV to Jahker Miah from Coyle Personnel Ltd