Customer Relations Officer (Complaints / Housing)

Job Title: Customer Relations Officer Location: Local authority based in Hounslow Hourly rate: 21.41 PAYE/ 28.48 Umbrella Contract Length: 3-month temporary contract (possibility of extension) Working Pattern: Monday- Friday, 8.45am- 5pm (36 hours per week) Working Arrangements: Hybrid model: 2 days in Hounslow House office, 3 days working remotely ASAP Start Job Purpose: As a Customer Relations Officer (Housing) you will play a key role in overseeing and working with housing and Social care colleagues to resolve complaints within statutory and corporate timescales. A core function will also be to ensure compliance with the Housing Ombudsman and Local Government and Social Care Ombudsman Complaint Handling Code. Job Duties:Ensure all service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure.To be clear, helpful and manage expectations in any telephone conversations and written communication with complainantsKeep excellent records of interactions with customers and any other relevant information received and ensure appropriate actions are taken, updating colleagues, casework and computer records as required to enable regular monitoring of the service.To undertake such assignments of research, analysis, report writing and monitoring as required.To work with housing colleagues to ensure Ombudsman cases are investigated and responded to within Ombudsman timescalesTo work within the ..... full job details .....