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 res...