Complaint Officer

Job title – Complaint Officer Location – London W6 Contract – Temp Ongoing Start Date: Asap Salary: £24.78 Umbrella p/h Service Care Solutions are looking for a Complaint Officer to join our clients team in London.

You will be responsible for coordination and effective management of the company complaint processes.

Key Responsibilities:

Supervise the effective management and documentation of complaints within the complaints database, conducting routine inspections of recorded cases and providing feedback for necessary enhancements.
Collaborate with the Housing Ombudsman Service (HOS) regarding cases, furnishing requested information and coordinating with managers for data provision.
Generate complaints data for operational managers and directors to foster learning and improvement, including the reporting of review outcomes and Housing Ombudsman inquiries.
Manage the recruitment and establishment of a pool of independent reviewers and managers, overseeing recruitment processes, training, and ongoing support.
Contribute to enhancing complaint responses and handling by conducting regular quality assurance audits on correspondence, follow-ups, and adherence to timelines.
Ensure the Customer Experience Manager and relevant operational managers are informed of any complaints posing potential risks to overall customer service, regulatory compliance, or reputation.

Desirable Experience:

Experience within Social Housing.
Experience in complaints.

If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at arran.fitchie@servicecare.org.uk