Complaints Officer

Marks Consulting Partners are currently looking for a Complaints Officer to work with one of our Local Authority clients in London. What the Job Will Be Doing Managing a backlog of Stage 2 complaints, ensuring thorough investigation and timely resolution in line with corporate complaints procedures Reviewing Stage 1 responses and conducting independent investigations to assess the adequacy of previous responses and actions taken Drafting clear, well-reasoned Stage 2 complaint responses that address all complaint points and provide appropriate resolutions Liaising with internal departments, service managers and senior officers to gather information and evidence required for investigations Ensuring complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code and relevant best practice guidance Identifying service failures, learning points and areas for improvement arising from complaints investigations Maintaining accurate records and case notes on complaints management systems Providing advice and guidance to service areas on complaint handling and complaint resolution Monitoring complaint trends and contributing to service improvement by highlighting recurring issues Supporting the organisation in meeting regulatory requirements and maintaining high standards of customer service What You Will Need Previous experience handling Stage 2 complaints within a Local Authority, Housing Association or public sector environment ..... full job details .....