Complaints Review Officer (Grade I) - Housing

1. Support the Team Leader in the delivery of a high quality complaints service to customers and the Council. Dealing with complex and multi-faceted housing complaints and enquiries. Respond to customer''s complaints, Mayors and Members enquiries and work to regain their trust by taking prompt and appropriate actions to put things right. 2. Undertake investigations and provide effective and timely resolution to complaints, Mayoral and Member enquiries in line with the Council and Ombudsman''s expectations, whilst ensuring excellent customer service is delivered. 3. Identify complaint themes, patterns and trends and recommend corrective actions that can improve the service. Provide support in the production of performance reports for the Senior Management Team. 2 ROLE REQUIREMENTS: 1. Draw on knowledge of the Housing Options Service area functions, policies and procedures to thoroughly investigate and respond to stage one complaints and members enquiries in a timely manner, whilst taking relevant legislation and statutory obligation into consideration. 2. To ensure Complaints, Mayors and Members Enquiries are investigated fairly and impartially, using evidence based approach to understand the complaint and achieve a satisfactory resolution. 3. Develop a sense of pride and passion and a "can do" attitude in resolving complaints in compliance with the Council''s Complaints policy, the Housing and Local Government Ombudsman Complaints Handling Code and Social Housing ..... full job details .....