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Senior Complaints Officer

SO1, £31,434 - £32,577 p.a.

Main area
Senior Complaints Officer
Grade
SO1, £31,434 - £32,577 p.a.
Contract
Permanent
Hours
Full Time - 35 hours per week
Job ref
FR/5555/SO
Site
Newington Barrow Way
Town
London
Salary
SO1, £31,434- £32,577 p.a.
Closing
27/01/2020 23:59
Interview date
27/02/2020

Are you seeking a new challenge within a highly motivated and dedicated team, if so we would love to hear from you!

The Central Complaints Team are looking to recruit a permanent Senior Complaints Officer to join the team in the London based office.

Daily tasks will be varied, as you liaise and network with all services across the council, partners, residents and stakeholders. The primary quality required is excellent customer service skills, good administrative skills, and the ability to handle challenging customers, in writing and on the phone.

You will be required to sign post and advise residents, colleagues and outside agencies including the two Ombudsman services, using your existing knowledge, the council’s website and our Customer Relation Management system (CRM).

You will be required to create, revise and maintain various records, minute take and assist in data collecting.

The Central Complaints generic email box plays a huge part in our service and is monitored on a daily basis. You should be able to reply to emails promptly and keep track of any outstanding items. You are required to have good and concise written skills.

The Central Complaints generic email box plays a huge part in our service and is monitored on a daily basis. You should be able to reply to emails promptly and keep track of any outstanding items. You are required to have good and concise written skills.

Key Responsibilities

To assist in the preparation of Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring the target timescales are met.

Maintain an accurate, effective central record system, drafting letters, reports and perform other related duties as instructed by Senior Management and Principal Complaints Officers.

Respond to contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the complaints and the Customer Service Division.

To assist in the management of Stage 1 complaints received across Financial Operations and Customer Services and providing advice and support to other council departments and partner organisations to ensure the basics of complaint handling is adhered to at the enquiry stage.

To provide all services in a customer focused, courteous and efficient manner.

Closing date: 27 January 2020 at midnight

Proposed Interview/ testing date: 27 & 28 February

For an informal discussion about the post, please contact Sean Lee on 0207 527 8416 or Karen Bennett on 0207 527 3477 or Karen McKenzie on 07825098974

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Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

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Apply online now

Further details / informal visits contact

For an informal discussion about the post, please contact Sean Lee on 0207 527 8416 or Karen Bennett on 0207 527 3477 or Karen McKenzie on 07825098974

If you have problems applying, contact

Address
7 Newington Barrow Way
N7 7EP
Telephone
0207 527 2546