Southwark Council
Job Responsibilities
1. Support the Housing Complaints Manager in the delivery of a high-quality complaints service to customers and the Council, dealing 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 resolve issues.
2. 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.
3. Identify complaint themes, patterns, and trends and recommend corrective actions to improve the service to the Housing Complaints Manager. Support the Housing Complaints Manager in producing performance reports for the Head of Complaints, Quality Assurance, and Senior Management Team.
Umbrella Rate: £29.42
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