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.

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

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

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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.

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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.

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

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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:

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Experience in undertaking complex and multifaceted investigations.

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Experience in composing thorough and professional complaint responses

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Knowledge of CRM systems for complaint handling

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Proven ability to appropriately handle customer queries and complaint

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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