Complaints Officer

Job Title: Complaints Officer Type: Temporary 1 - 2 months Location: Merthyr Salary: £30,914 per annum salary equivalent Hours: Full Time BRC are working closely with a leading Housing Association in South Wales to recruit a Complaints Officer on a temporary basis. This role involves being the primary point of contact for receiving complaints, compliments, comments and appeals, and taking on the role of relationship manager. Duties: Triage complaints and appeals, ensuring issues where there is a serious risk to life or property are reported immediately to the relevant member of the Executive Leadership Team. Co-ordinate the investigation of complaints and appeals, liaising with the complainant and staff from service delivery areas as appropriate. Aim to build constructive relationships with complainants and stakeholders, demonstrating understanding and empathy whilst remaining impartial. When required, act as an advocate for complainants with colleagues to help resolve their issues. When required, support the Executive Leadership Team in responding to requests from the Public Services Ombudsman for Wales. Maintain an effective monitoring process to track the progress of complaints, subsequent actions and any appeals. Work with the Customer Experience Manager to analyse complaint trends, identify themes and provide feedback to relevant business leads or Directors. Prepare reports and presentations for the Strategic Leadership Team, Democratic Body and Board as required. ..... full job details .....