Job Opportunity: Complaints Investigation Officer

Are you a meticulous professional with a passion for delivering exceptional customer service? We are seeking a dedicated Complaints Investigation Officer to join our team in Southend.

Purpose of the Role:

To provide an effective complaints response service, ensuring customer expectations are maintained and exceeded.

Key Duties and Responsibilities:

• Comprehensive Complaints Handling:

  • Log complaints appropriately.
  • Maintain contact with residents and keep them informed.
  • Investigate complaints thoroughly, involving relevant staff and managers.
  • Ensure responses comply with our complaints procedure and Housing Ombudsman guidance.
  • Agree on and monitor actions to resolve complaints within agreed timescales.
  • Deliver comprehensive written responses to complaints within published timescales.

• Performance Reporting:

  • Provide performance measures for reporting to the Executive team, Board, and other stakeholders.
  • Analyze complaint themes to identify trends and implement remedial actions.

• Ombudsman Liaison:

  • Collate and return evidence requests within set timescales.
  • Analyze determinations from the Housing Ombudsman and implement action plans to prevent recurrence.

• Information Requests Management:

  • Track and respond to Freedom of Information (FOI) and Subject Access Requests in a timely manner, ensuring compliance with legislation and policy.

• Support Duties:

  • Provide general support to the Corporate Services Team.
  • Conduct resident telephone surveys as required.
  • Cover for other staff members as necessary.
  • Maintain confidentiality and secure handling of sensitive information.

Person Specification:

Essential Education:

• At least 5 GCSEs or equivalent, including English Language.

Skills and Experience:

• Literate and numerate with excellent grammar.
• Minimum 2 years’ experience in complaint handling and investigations.
• Experience in a customer-focused role and working in an office setting.
• Proficient in Microsoft applications (Excel, Word, Teams, SharePoint).
• Organized, with strong file management and workload prioritization skills.
• Professional telephone manner and ability to communicate across all staff levels.
• Experience working unsupervised and within a small team.

Disposition:

• Caring, calm, understanding, flexible, and self-motivated.

Join us and play a pivotal role in ensuring our residents receive the highest standards of service and support. Apply today to become a vital part of our team dedicated to excellence in complaints management.