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3 months contract with a local authority  

Job Purpose

• To support the Complaints & Quality Assurance Manager in the delivery of a high-quality complaints service within the Housing department by effectively handling, reviewing and analysing complaints to drive service improvements.
  

• To provide support on quality control and assurance testing of complaints and member enquiries. To review sample responses for quality of response, analyse pattern and trends in complaints, draw out lessons learnt, follow up actions and recommendations, and implement database systems to record analysis.
  

Key Duties/Accountabilities

• Gather evidence and analyse information to determine the validity of complaints, members’ enquiries and responses, and identify areas for service improvement.
  

• Ensure investigations are carried out within the councils framework and polices and also in complaint with relevant legislation and statutory requirements such statutory obligations under the Housing and Local Government Ombudsman Handling Code, Social Housing (Regulation) Bill and other statutory bodies.
  

• Draw upon most current case law (national) and case audit reviews, decision letters, complaints and member enquiries (internal) to assist the Complaints & Quality Assurance Manager create a training programme for Housing Complaints Team.
  

• Support a culture of continual learning and service improvement by gathering evidence of training needs through regular audits of response to complaints and member enquiries, casework management practice and adherence to statutory timescales.
  

• To analyse complaint trends, identify root causes and collaborate with relevant stakeholders to develop and implement practical changes that will reduce the overall number of complaints
  

Essential Experience Required

• Knowledge & Experience of working with local authority setting with an understanding of local authority functions is essential.
  

• Experience of working within a complaint handling role, with the ability to analyse complaints and customer feedback and evidence findings is essential.
  

Essential Qualification Required

• General education qualification is essential.
  

Additional information to note

• Working hours: 36 hours per week.
  

• This role is based at our offices in Tooley St. Hybrid working is available, with 3 days in the office.
  

The role closes soon, please apply ASAP.  

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