Complaints Investigation Officer

Complaints Investigation Officer Hourly Rate: 26 Contract Length: 6 months Working Pattern: Full Time, hybrid, Monday - Friday 36 hrs per week.Location: SE6In this temporary position, you will be the first and last point of contact for complainants, ensuring they are kept informed throughout the complaints process.Your responsibilities will include:Logging complaints, compliments, and inquiries, ensuring they are addressed promptly and effectively.Liaising with complainants to clarify the nature and scope of complaints, outlining timelines and escalation options.Investigating complaints by examining evidence, interviewing colleagues, and visiting complainants as necessary.Maintaining an accurate case management system and identifying areas for service improvement.Drafting clear investigation reports with recommendations for resolution, including potential compensation.Collaborating with the Contact Centre to identify trends and enhance processes for improved resident satisfaction.Assisting in liaising with external bodies, such as the Housing Ombudsman, ensuring compliance with relevant legislation. Key Requirements:Strong analytical and problem-solving skills to navigate complex issues.A solid understanding of housing, legal, and regulatory frameworks.Excellent negotiation and interpersonal skills to effectively engage with a diverse range of stakeholders.Proficiency in using IT systems, particularly Microsoft Office and CRM software.A commitment to equality and diversity ..... full job details .....