Principal Complaints Officer

Description

We are recruiting a Principal Complaints Officer for our local government client in North London. The officer will manage and respond to Chief Executive Stage complaints, Local Government and Social Care Ombudsman, and Housing Ombudsman cases, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented. The officer will 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.

Responsibility

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. To assist in managing Stage 1 complaints received across Financial Operations and Customer Services, in addition to providing professional advice and support on all aspects of managing complaints and responses for other departments and partner organisations.

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Degree and equivalent experience in a similar role
• Advanced –Microsoft Office, Word, Excel, Outlook, PowerPoint, and Social Media.

Qualifications, Knowledge & Experience Requirements - Criteria-to be Tested at Shortlisting

• 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 communication skills, both oral and written, 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.
• Using various IT systems, including inputting maintenance and interpreting electronic information.
• Ability to identify training needs and design and develop procedures, guidelines and workshops to improve learning and complaint handling.
• Knowledge, understanding, and commitment to the Equality policies, as well as the ability to lead in their implementation and act as an ambassador.
• Ability to adhere to the Dignity for All policy.

Essential Compliance Requirements

• 2 Years References
• Enhanced satisfactory clearance from the Disclosure and Barring Service
• A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading public sector provider, is proud to be an equal opportunities employer and is acting as an employment agency for this vacancy.