Complaints Officer

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• Investigate complaints in line with the council's Corporate Complaints Policy.
• Present complex information in an accessible and readable form.
• Monitor the implementation of any decisions or recommendations arising from the complaint.
• Take the lead role in responding to enquiries from the Local Government Ombudsman and Independent Housing Ombudsman.
• Monitor the implementation of any Ombudsman decisions or recommendations arising from their enquiries.
• Undertake a portfolio of responsibilities in connection with the effective application of the complaints, Members Enquiries and information requests policies in support of the council's wider aims and objectives.
• Support the Corporate Complaints Manager and Senior Complaints Officers in ensuring the effective development and implementation of relevant policies including the Corporate Complaints Policy, Members Enquiries Protocol and legislative frameworks governing information requests.
• Identify improvements to services and changes to policies and procedures as a result of complaints, Members Enquiries and Ombudsman cases, and work with service managers to oversee their implementation, including devising action plans and a monitoring framework.
• Identify training needs across all departments, and develop and deliver training and presentations on complaints and Members Enquiries to council members, officers, customer forums and other groups, as and when required.
• Act as a point of contact for anyone with any queries about the procedure for making complaints or submitting an information request, developing professional relationships with relevant stakeholders.
• Establish and promote effective working relationships with internal departments and external agencies with respect to complaints, members and enquiries from the Local Government Ombudsman / Independent Housing Ombudsman, and information requests following referral procedures, protocols and processes with internal departments and external agencies, to achieve the best possible outcome for both the customer and the council.

• Detailed and up-to-date knowledge and understanding of relevant central and local Government policy and processes.
• Educated to A level standard or equivalent, including English Language and Mathematics.

• Previous experience of working in a customer service environment with 2 years experience managing and developing multiple staff.
• Experience of handling confidential information sensitively.
• Excellent written / verbal communication skills including attention to detail and accuracy with good spelling and neat, legible handwriting.
• Fully proficient working knowledge of Windows & Microsoft packages (including Word, Excel, E-mail and Internet).
• Extensive experience in delivering high quality work in a pressurised environment.

• Complaint handling: 3 years (required)
• RQ1640043: 1 year (preferred)

Job Type: Temp to perm
Contract length: 6 months

Mid-Senior level

Contract

Customer Service

Administrative and Support Services