Principal Complaints Officer
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| Job Type | Temporary / Contract |
| Location | North London |
| Area | London, England |
| Sector | ExecutiveManagementSenior Interim |
| Salary | £267.28 per day– Inside IR35 |
| Start Date | Immediate Start |
| Telephone | 02039876660 |
| Job Ref | DBR04479 |
- Description
- Description
To assist in managing Stage 1 complaints received across Operations and Customer Services, in addition to providing professional advice and support on all aspects of handling complaints, responses from other departments and partner organisations until completion:
Responsibility
To provide a one-stop resolution to customer complaints by effectively identifying the root cause of issues and promoting a suitable remedy through written or verbal formats. To monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face-to-face and letters through the Customer Service Division that result in complaints ensuring the learning from complaints is used to support the business in a continuous improvement cycle.
Qualification – Essential
· GCSEs (A-C) or equivalent to include Maths and English
· Education to Degree level or equivalent and substantial experience
· Advanced user –Microsoft Office, Word, Excel, PowerPoint, Outlook, MS Teams, Social
Media and CRM:
Essential - Skills, Abilities & Experience
· Experience in a similar role in the public, non –statutory or private sector
· Experience in dealing with customer complaints, including verbal and written responses
· Understanding the Local Government & Social Care Ombudsman framework and relevant
legislation.
· The ability to effectively monitor and respond to Stage 1, Chief Exec, Members and Local
Government & Social Care Ombudsman and Housing Ombudsman complaints to ensure
that targets are met.
· An understanding and knowledge of good customer service and complaints management
practices.
· The skills and ability to ensure that, wherever possible, issues are resolved the first time.
· Ability to constructively challenge existing practises and standards while ensuring positive
working relationships with services.
· Excellent oral and written communication skills, with high levels of sensitivity and judgement
and the ability to influence outcomes effectively through persuasive arguments.
· Ability to work in a high-volume organisation and plan and monitor your workload to ensure
that set targets and deadlines are met while maintaining high levels of accuracy.
· Ability to make sound, timely decisions and solve complex customer service problems.
· The ability to use various IT systems, including inputting, maintaining and interpreting
electronic information.
· Knowledge, understanding and commitment to Equality policies and the ability to lead in
their implementation and act as an ambassador for the organisation.
· Ability to identify training needs and design and develop procedures, guidelines and
workshops to improve learning and complaint handling.
Essential Compliance Requirements
· 3 Years References
· Enhanced DBS
· A pre-engagement screening is mandatory for this role
Diamond Blaque is an equal opportunities employer.
Diamond Blaque is acting as an employment agency for this vacancy.
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