Complaints Resolution Lead

Aatom Recruitment is looking for a Complaints Resolution Lead on behalf of a Local Authority. Job Titile: Complaints Resolution Lead Contract Duration: 3 Months with possibility of extension Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option Hours per week: 35 ROLE What youll be doing: Deliver a great complaints experience in line with the Housing Ombudsmans and regulatory code. Provide a customer-focused responsive service for residents/customers you assist with a complaint. Reviewing, investigating, and responding to all concerns raised in a way that is positive and helpful, maximising early resolution of issues, minimising further problems for customers, and keeping customers always updated. Handle all aspects including service requests, stage one and two complaints, Housing Ombudsman cases, MP and Counsellor Enquires. Manage customer expectations in relation to policy and procedural matters in a non confrontational and customer focused manner, offering alternative wherever possible. Tailor actions and responses to meet the diverse needs of residents/customers. Draft accurate and thorough responses to the Housing Ombudsman Service. Accurately record all customer contacts, complaint details, actions and learning points on management systems (for example Customer Relationship Management System). Assist residents/customers in a way that complies with relevant regulatory and legislative requirements including ..... full job details .....