Complaints Review Officer - Tower Hamlets - £32.83 p/h umb
Complaints Review Officer - Tower Hamlets - £32.83 p/h umb
1.
Draw on knowledge of the Housing Options Service area functions, policies and procedures to thoroughly investigate and respond to stage one complaints and members enquiries in a timely manner, whilst taking relevant legislation and statutory obligation into consideration.
2.
To ensure Complaints, Mayors and Members Enquiries are investigated fairly and impartially, using evidence based approach to understand the complaint and achieve a satisfactory resolution.
3.
Develop a sense of pride and passion and a "can do" attitude in resolving complaints in compliance with the Council's Complaints policy, the Housing and Local Government
Ombudsman Complaints Handling Code and Social Housing regulation Bill.
4.
Ensure investigation process continuously improves to reflect best practice and the council's values. Manage corrective and follow up actions from complaints effectively until completion.
5.
Make recommendations on compensation awards for service failures as appropriate using the council's compensation policy and Housing and Local Government Ombudsman's case review as a guide.
6.
Produce reports setting out complaints, findings, recommendations and lessons learnt from complaints and recommend strategic solutions to improve service delivery to
residents. Support management on how recommendations and improvements can be implemented.
7.
Provide support to the drafting of Stage 2 responses to ensure the Councils overall vision, values and ethos are sustained as part of the process. Build effective working relationships and act as ambassador and advocate with colleagues and external stakeholders, including regulators and contractors and local councillors.
8.
Deal with high level and complex complaints from the Mayor and Members. Conduct investigations into such complaints and reach an outcome based on the merits of each case, whilst managing risk to the organisation.
9.
To take ownership of complaints from start to closure, ensuring the customer is clear about how any outstanding actions by the business will be taken forward. Where necessary, visit applicants at home to establish and validate
3
their circumstances.
10.
Deal with complex enquiries (written, telephone and face to face) providing effective information and advice to all interested parties about areas of responsibility
11.
Ensure investigations are carried out within the Councils framework, policies and procedures and relevant legislations, including regulatory requirements under Housing and Local Government Ombudsman Complaints Handling Code and Social Housing Regulation Bill.
To apply reach out to me on :
02030471496
Eden Brown Synergy is an equal opportunities employer.
Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.
Complaints Review Officer - Tower Hamlets - £32.83 p/h umb
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