Complaints Officer - Customer Services

BBS Recruitment is an independent recruitment agency for the transport and logistics sector, supplying to a variety of clients across London, Hertfordshire and surrounding areas. We also recruit for Social Care and Public Sector roles.

We are currently recruiting for an experienced Complaints Officer for our client based in Islington and surrounding areas.

Duties and Responsibilities for the successful

Complaints Officer

To be familiar with all aspects of the Corporate Complaints Procedure to enable the department to respond to complaints in a comprehensive and timely fashion and in line with corporate guidelines.

To be familiar with all aspects of departmental procedures and processes and ensure recommendations are made to the Housing Customer Solutions Team Leader on improving the service.

To ensure that all complaints, customer enquiries and service requests are dealt with speedily and effectively, in line with service level agreements.

Ensure investigations of stage 1 complaints are thorough and comprehensive, and provide the best possible outcome for residents, clients and the service.

Hold services to account for any identified service failures, identifying areas for improvement and driving these forward where appropriate.

Issue determinations on complaints outcomes and issue compensation where appropriate in line with best practice and organisational guidelines.

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.

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.

To work effectively with internal and external parties to ensure all enquiries and requests are dealt with within departmental procedures and timescales.

To escalate reported issues of staff misconduct, safeguarding or other potentially serious complaints to the Customer Solutions Team Leader, or Customer Solutions Manager.

To ensure that a high quality of service and information is provided to all customers.

To provide reports and briefings as requested on the status of a particular complaint or on the outcome of complaints, their trends and impact to the Housing Customer Solutions Team Leader.

Requirements for Complaints Officer

18 Months Experience dealing with Complaints

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.

If you have the relevant experience as a Complaints Officer, please apply with your CV.