Customer Relations Officer (Complaints / Housing)

Job Title: Customer Relations Officer
Location: Local authority based in Hounslow
Hourly rate: £21.41 PAYE/ £28.48 Umbrella
Contract Length: 3-month temporary contract (possibility of extension)
Working Pattern: Monday- Friday, 8.45am- 5pm (36 hours per week)
Working Arrangements: Hybrid model: 2 days in Hounslow House office, 3 days working remotely
ASAP Start

Job Purpose:

As a Customer Relations Officer (Housing) you will play a key role in overseeing and
working with housing and Social care colleagues to resolve complaints within statutory
and corporate timescales. A core function will also be to ensure compliance with the
Housing Ombudsman and Local Government and Social Care Ombudsman Complaint
Handling Code.

Job Duties:

Ensure all service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure.
To be clear, helpful and manage expectations in any telephone conversations and written communication with complainants
Keep excellent records of interactions with customers and any other relevant information received and ensure appropriate actions are taken, updating colleagues, casework and computer records as required to enable regular monitoring of the service.
To undertake such assignments of research, analysis, report writing and monitoring as required.
To work with housing colleagues to ensure Ombudsman cases are investigated and responded to within Ombudsman timescales
To work within the processes in place and highlight areas for development to continually improve the service provided.
To use and help develop supporting IT software through workshops, testing and identifying new ways of working to maximise the effectiveness of the service.
To administer corporate policies in respect of Data Protection, Freedom of Information and Environmental Information Requests.
To take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution. To liaise with Senior Managers, Heads of Service, housing service areas as part of remedial activities to remedy areas of failure.
Person Specification: The ideal candidate must have:

Previous experience working on complaints for a council or similar public sector organisation.
Experience and/or skills in ensuring the Stage 1 and Stage 2 corporate complaint process is effectively implemented in line with the Ombudsman Complaint Handling Code and Complaints, Comments and Compliments policy.
Experience in ensuring service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure. Demonstrable skills and experience of being clear, helpful and manage expectations in any telephone conversations and written communication with complainants.
Skills to take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution.

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