Complaints Resolution Lead

Aatom Recruitment is looking for a Complaints Resolution Lead on behalf of a Local Authority.

Job Titile: Complaints Resolution Lead

Contract Duration: 3 Months with possibility of extension

Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option

Hours per week: 35

ROLE

What youll be doing:

• Deliver a great complaints experience in line with the Housing Ombudsmans and regulatory code.
• Provide a customer-focused responsive service for residents/customers you assist with a complaint.
• Reviewing, investigating, and responding to all concerns raised in a way that is positive and helpful, maximising early resolution of issues, minimising further problems for customers, and keeping customers always updated. Handle all aspects including service requests, stage one and two complaints, Housing Ombudsman cases, MP and Counsellor Enquires.
• Manage customer expectations in relation to policy and procedural matters in a non confrontational and customer focused manner, offering alternative wherever possible.
• Tailor actions and responses to meet the diverse needs of residents/customers.
• Draft accurate and thorough responses to the Housing Ombudsman Service.
• Accurately record all customer contacts, complaint details, actions and learning points on management systems (for example Customer Relationship Management System).
• Assist residents/customers in a way that complies with relevant regulatory and legislative requirements including those regarding data protection, health and safety, equalities and diversity and safeguarding, applying learning from relevant training and minimising risk.
• Build and maintain relationships with colleagues.
• Provide effective information and advice to enable teams to resolve complaints effectively.
• Ensure internal stakeholder satisfaction with the service.
• Attend regular performance and liaison meetings with operational teams.
• Develop good working relationships, attend, and present at team meetings, share lessons learnt.
• Support teams to identify and complete follow up actions and share feedback to improve service.
• Complete follow up actions in a timely and high-quality way, in line with agreements.
• Calculate and ensure payments are processed for compensation in line with policy.
• Monitor complaint Key Performance indicators (KPI) elated to your role.
• Assist some customers on an ongoing basis, beyond the resolution of issues, where a need for this is identified including becoming the main point of contact where appropriate.
• Act collaboratively to ensure lessons are learnt from complaints.
• Experience Assisting customers with a range of enquires across different channels including email and telephone in a busy customer facing environment