OR100837 – Complaints Officer

Job Details

Key responsibilities
• To manage and respond to stage 1 complaints relating to Housing services, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented.
• To provide comprehensive resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.
• To monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the service area that result in complaints, ensuring the learning from complaints is used to support a cycle of continuous improvement.

Principal accountabilities

• To investigate and respond to stage 1 complaints relating to Housing services, in line with current legislation and council policy.
• As directed, to investigate stage 1 and other complaints and enquires received by the Service area, providing detailed and comprehensive responses within the council’s timescales. In addition, to make recommendations to resolve matters and support service development.
• To assess all types and stages of complaints in accordance with the work allocated and input, maintain accurate records on the council’s Complaints system.
• To identify and provide professional advice on issues relating to service delivery, policy and/or procedures. Where there is a particular cause for concern produce reports for Senior Managers.
• To assist Senior Management in ensuring the upkeep of and compliance to the council’s Complaints Policy and Unreasonable Behaviour Policy and to endorse policies and information provided by the Local Government & Social Care Ombudsman and Housing Ombudsman.

• To undertake an ongoing analysis of trends patterns in terms of the complaints received and the outcomes and ensure this is reported to Senior Management in order that lessons are learned that may identify necessary improvements to working practices within the Service area and the wider council and partner organisations.
• To be responsible for providing complaints data and updating information for the service area, corporate reports and for the contribution to any ad hoc reports as directed by the Senior Managers.
• To work with internal and external individual complaint leads, departments and service areas to ensure that effective organisational learning takes place as a result of customer complaints, comments and other feedback, including the results of customer consultation surveys.
• To maintain an up to date and in-depth knowledge of the statutory functions and services including legislative and policy provided across the Service area and the wider council with the ability to interpret and convey this to the public, officers’ councillors the Local Government & Social Care Ombudsman and Housing Ombudsman as necessary.
• To keep abreast of new developments and changes in the Service area and wider council and be aware of best practice amongst other local authorities and the service sector generally and share any relevant information using our internal and external lines of communication including the council’s web pages.
• To undertake other duties commensurate to the grade of the post.

Essential criteria

At least 18 months’ experience of dealing with complaints, member’s enquiries and customer enquiries in a local authority or social housing environment

At least one year’s experience of producing written correspondence to service users, their advocates and other agencies.

Experience of identifying learning and trends in relation to complaints and producing written reports

Ability to quality check investigations and responses to complaints and other representations from members of the public and elected members (councillors) ensuring they are dealt with sensitively, fairly and effectively.

Highly customer focused with a commitment to providing quality customer service.

Ability to carry out effective liaison and, where appropriate, mediation between Homes and Neighbourhoods staff and members of the public in order to achieve the early resolution of complaints.

Good knowledge of housing legislation, working practices and procedures, and the ability to recommend solutions within accepted practices.

A good working knowledge of the Data Protection Act 2018

A strong and demonstrable commitment to meeting deadlines, delivering KPIs and raising compliance.

Good communication and inter-personal skills including the ability to communicate effectively and confidently with officers, councillors and the public.

Ability to negotiate and influence teams and service managers in the timely resolution of complaints

Ability to prioritise correspondence and contacts to ensure urgent matters are dealt with appropriately.

Ability to set up and maintain systems to enable the service to monitor the progress of complaints and performance in relations to achieving statutory and internal performance requirements and timescales.

A good level of IT competence including familiarity with Microsoft Word, Excel and Outlook.

Good analytical skills and the ability to produce written reports for a wide range of audiences, including members and senior officers.

Excellent attention to detail and the ability to follow complex processes accurately.

Ability to identify areas for service development or improvement and the ability to contribute to and participate in service and policy development.

Good organisational skills and the ability to work under pressure and meet deadlines as part of a team and independently.