Job Details
London borough of tower hamlets are looking for an complaints review officer to investigate Stage 2 complaints which involves assessing complaints, retrieving and examining key evidence and drafting high quality responses.
- Act professionally, providing expert, helpful and timely advice / guidance to the public, elected Members and council officers on complex Complaints matters; provide training material, briefings, and updates on the intranet to ensure compliance and to minimise the risks of complaints or appeals.
- .Assist the Complaints Manager to ensure that the complaints processes are up to date and fit for purpose, and that they are readily available and accessible to the public, and clearly sign-posted on the Council’s website, and can also be obtained in hard copy.
4. Assist in updating, and contribute to, continual improvement of complaints processes, corporate focus and corporate performance. Identify key performance indicators / areas for
improvement, promote best practice and awareness of the legislative framework within which the council operates.
5. Assist in bench-marking the Complaints service with other Local Authorities (LAs) and the best-in-class of business practice; help to ensure effective dissemination of such best
practice across the organisation – including learning from engaging with Ombudsmen, customer feedback, relevant case law, and investigation/decision outcomes, etc.
6. Consult with elected members; council officers, the Local Government & Social Care Ombudsman (LGSCO), the Housing Ombudsman (HO) and other relevant 3rd parties, ensuring complaints are managed properly to achieve the best outcome for London Borough of Tower Hamlets (LBTH).
7. As appropriate, log/process calls and activities related to complaints promptly; ensure the creation of accurate records that clearly identify responsible departments; and assist in
ensuring that the team maintains accurate information and records on the relevant systems in a manner that sustains high quality of data and data security.
8. Establish and maintain effective mechanisms to engage with strategic partners, directorates, senior managers and Tower Hamlet Homes to ensure compliance, and that service and policy improvements are identified through the management of complaints, and that they are delivered.
9. Audit, maintain and develop complaints databases and management information systems; assist the Complaints Manager in quality-assuring the complaints data to enable
accurate and effective reporting for the organisation and its partners.
Payrate: £30.81 umbrella
