Job Details
London Borough of Tower Hamlets are looking for an Complaints Review Officer to Create great homes, great services and great communities through ensuring compliance with the Consumer Standards.
- Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code
- Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases
- Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
- Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines
- Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.
- Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the Council’s financial regulations
- Provide guidance to staff in reaching early settlement and applying guidance for the payment of compensation
- Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management
- Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance
- Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures
Payrate: £30.81 umbrella
