Complaints Reviewer

Large Housing Association requires a temporary Complaints Reviewer. The Complaints Reviewer is a specialist role within the Complaints Service, responsible for dealing with stage 2 complaints, ensuring that complaints escalated to stage 2 are thoroughly reviewed, fairly assessed and resolved in line with regulatory requirements and best practice. Responsibilities: Conducting comprehensive reviews of stage 2 complaints, assessing the quality and rigour of investigations completed at stage 1 and determining whether complaints have been handled fairly for customers. You will be empowered to make independent decisions on complaint outcomes, mitigate organisational risk, and ensure that reviews are conducted with appropriate rigour to withstand external scrutiny whilst maintaining positive customer relationships. Lead on reviewing stage 2 complaints, conducting thorough assessments of stage 1 investigations to ensure they have been comprehensive, fair and compliant with regulatory requirements Advise on the appropriate level of rigour required for stage 2 reviews, ensuring investigations are proportionate to the complexity and significance of the complaint Make independent, evidence based decisions on complaint outcomes, compensation levels and other remedies in line with organisational policy and regulatory guidance Ensure all stage 2 reviews are completed within regulatory timescales and meet the standards set out in the Housing Ombudsman Service Complaint Handling Code Take ..... full job details .....