iPeople SC Solutions is currently recruiting for Complaints Review Officer to work for our client in Tower Hamlets and surrounding areas.

Complaints Officer required to investigate Stage 2 complaints which involves assessing complaints, retrieving and examining key evidence and drafting high quality responses.

Duties & Responsibilities: 

• Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases.

• Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.

• Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.

• Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management.

• Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance.

• Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures

• Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post.

Working Hours: 35 per week, Monday to Friday 

Requirements:

• Experience in undertaking complex and multifaceted investigations.

• Experience in composing thorough and professional complaint responses

• Knowledge of CRM systems for complaint handling

•  Proven ability to appropriately handle customer queries and complaint

• Ability to deal with, often complex and major, telephone, personal and written enquiries/complaints.

If you are interested in this position and meet the above criteria, please apply with your CV.