Description

BBS Recruitment is an independent recruitment agency for the transport and logistics sector, supplying to a variety of clients across London, Hertfordshire and surrounding areas. We also recruit for Social Care and Public Sector roles.We are currently recruiting for an experienced Customer Service Advisor- Complaints Officer for our client based in Islington and surrounding areas.Duties and Responsibilities for the successful Complaints Officer:* To be responsible for a caseload of complaints and member’s enquiries for the Homes and Neighbourhoods department under the Corporate Complaints Procedure.* To regulate the quality of complaints and member’s enquiry responses, ensuring they are responded to comprehensively and within the timeframes set out within corporate procedures.* To be responsible for problem solving and ensuring responses to complaints are appropriate, timely and, where possible, prevent the escalation of the complaint.* To issue determinations in relation to complaint outcomes, with a focus on early dispute resolution.* To ensure that the department offers a customer-focused response to complaints and representations from complainants, the public and other agencies.* To act as the customer-facing point of contact for complaints, member’s enquiries and service requests.* To cover the administrative duties associated with the Customer Solutions team when necessary.* To ensure appropriate follow-up and aftercare of complaints.* To be familiar with all aspects of the Corporate Complaints Procedure to enable the department to respond to complaints in a comprehensive and timely fashion and in line with corporate guidelines.* To be familiar with all aspects of departmental procedures and processes and ensure recommendations are made to the Housing Customer Solutions Team Leader on improving the service.* To ensure that all complaints, customer enquiries and service requests are dealt with speedily and effectively, in line with service level agreements.* Ensure investigations of stage 1 complaints are thorough and comprehensive, and provide the best possible outcome for residents, clients and the service.* Hold services to account for any identified service failures, identifying areas for improvement and driving these forward where appropriate.* Issue determinations on complaints outcomes and issue compensation where appropriate in line with best practice and organisational guidelines.* To take the lead on and coordinate cross-departmental complaints and member’s enquiries.* Ensure all correspondence and documentation relating to complaints and member’s enquiries is filed accurately and that electronic files are maintained in accordance with procedures.* Ensure that all services are made available to complainants, external agencies and advocacy groups, and that information sent to the complainant is relevant and up to date.* To work effectively with internal and external parties to ensure all enquiries and requests are dealt with within departmental procedures and timescales.* To ensure that all the services within the area(s) of responsibility are provided to the complainant in accordance with the council’s commitment to high quality service provision.* To undertake other duties commensurate with the grade of the postWorking Hours: 35 hrs per week, Monday to FridayRequirements for Complaints Officer:* 18 Months Experience dealing with Complaints* Experience of identifying learning and trends in relation to complaints and producing written reports.* Ability to quality check investigations and responses to complaints and other representations from members of the public and elected members (councillors) ensuring they are dealt with sensitively, fairly and effectively.If you have the relevant experience as a Complaints Officer, please apply with your CV.PLEASE DO NOT APPLY IF YOU DO NOT HAVE COMPLAINTS EXPERIENCE, YOUR CV WILL NOT BE CONSIDERED