Job Details
PURPOSE OF THE JOB:
● To oversee the day to day management of the Central Housing Complaints team (3 Senior Complaints Officers), ensuring that the Housing Services Complaints Handling Procedure is effectively delivered.
● To oversee and manage a complex caseload of complaints and Member/Mayoral enquiries within the Central Housing Complaints Team and provide comprehensive, effective and efficient complaints administration support across Housing Services.
● To ensure that housing complaints are handled professionally and effectively in a timely manner.
● To be the main point of contact for complainants throughout the investigation.
● To collate and analyse all sources of customer feedback, with a view to identifying performance and service delivery improvement themes.
MAIN AREAS OF RESPONSIBILITY:
The post holder will have lead responsibility and accountability for the following:-
● To lead, manage and take overall responsibility and accountability for the work of the Central Housing Complaints team, ensuring that services provided are continuously monitored and reviewed so that they are of the highest quality and responsive to local needs.
● Ensuring that all incoming complaints and Member/Mayoral enquiries are swiftly allocated by the Senior Complaints Officers to the right people in the right service areas so that the issues raised can be investigated as quickly as possible.
● Ensuring that the Senior Complaints Officers are implementing the key stages of the Housing Services Complaints procedure, particularly making phone calls to the resident at the start of the process and keep them updated on the progress of their case.
● Monitoring the progress of complaint and enquiry investigations, and escalating them where necessary, so that service standard deadlines are met and ensuring that effective records are kept on the Council’s complaints system.
● Reviewing draft responses submitted for approval by the Senior Complaints Officers and signing off on them in a timely fashion, ensuring that they meet the required quality standards.
● Preparing regular and high quality complaints performance reports for Housing Services management teams.
● To be the main internal point of contact for complaints and enquiries, liaising with operational and senior colleagues to ensure that responses are delivered in a timely manner.
● To ensure that comprehensive, accurate and up to date records of all complaints and enquiries are maintained at all times on the Council’s complaints management system.
● To be pro-active in the development of good relations across the Council departments and this may involve attending meetings, to update on complaints.
● Support the Performance & Complaints Improvement Manager in maintaining key relationships with stakeholders, senior management and customers.
● To ensure that the Council’s policies and procedures relating to customer complaints and enquiries are followed and adhered to.
Umbrella Rate – £31.32
