Job Details
- To be responsible for a caseload of complaints and member’s enquiries for the Housing Needs and Strategy, Homes and Communities and New Build directorates under the Corporate Complaints Procedure.
- To regulate the quality of complaints and member’s enquiry responses, ensuring they are responded to comprehensively and within the timeframes set out within corporate procedures.
- To ensure that all complaints, customer enquiries and service requests are dealt with speedily and effectively, in line with service level agreements
- Hold services to account for any identified service failures, identifying areas for improvement and driving these forward where appropriate.
- Ensure investigations of stage 1 complaints are thorough and comprehensive, and provide the best possible outcome for residents, clients and the service.To take the lead on and coordinate cross-departmental complaints and member’s enquiries.Ensure all correspondence and documentation relating to complaints and member’s enquiries is filed accurately and that electronic files are maintained in accordance with procedures.
- Issue determinations on complaints outcomes and issue compensation where appropriate in line with best practice and organisational guidelines.
- Ensure that all services are made available to complainants, external agencies and advocacy groups, and that information sent to the complainant is relevant and up to date.
Pay : £28.97
