Complaints And Improvement Officer

What's involved with this role

Triumph Consultants are looking for a Complaints And Improvement Officer to manage, investigate and resolve complaints across Housing Services, ensure compliance with the Housing Ombudsman Complaint Handling Code, identify learning from complaints, and lead service improvement initiatives that enhance the customer experience and regulatory compliance. Contract is for 5 months in Gosport.

Complaints And Improvement Officer

Pay Rate

£24.14 per hour PAYE

Hours per week

37, Monday – Friday, 09:00 - 17:00

Contract length

5 Months

Location

Gosport, Hampshire, PO12 1EB

Key requirements

Knowledge of social housing regulation and complaint handling best practice.

Strong analytical and report-writing skills.

Experience investigating complex complaints.

Experience producing management reports and performance data.

Experience working in a social housing, local authority or customer-focused environment.

Key responsibilities

Manage Stage 1 and Stage 2 complaints from receipt to resolution.

Conduct detailed investigations, review evidence and prepare comprehensive responses, including conversations with the complainant.

Maintain complaint databases and performance records.

Produce reports for senior management, committees and elected members.

Deliver complaints handling training and guidance.

We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.

Portsmouth 5308053

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

1

Job Ref

5308053

Anticipated Length of Assignment

Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important

We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.