Complaints Resolution Officer - Basildon Borough Council

Job description

Complaints Resoltion Officer - Basildon Borogh Concil

Basildon Borogh Concil

Temporary, Fll Time

£8. - £3. ph (mbrella)

Location: Basildon

Closing Date: 4th October 6

Essex Conty Concil (ECC) are delighted to be spporting Basildon Concil to recrit three Complaints Resoltion Officers on a fll-time, 6-month temporary basis.

The sccessfl candidate will be reqired to be onsite a minimm of -3 days per week and there may be some travel involved as part of the role.

The Role

The Complaints Resoltion Officer is responsible for managing and investigating complaints and Hosing Ombdsman cases within a social hosing environment, ensring all cases are handled fairly, thoroghly, and in accordance with the Hosing Ombdsman Complaint Handling Code, relevant legislation, reglatory reqirements, and organisational policies.

The postholder will act as the primary point of contact for residents throghot the complaints process, ndertaking detailed investigations, identifying service failres and root cases, and delivering clear, balanced, and resident-focsed complaint responses. The role is also responsible for managing Hosing Ombdsman enqiries and investigations, coordinating responses across service areas, and ensring compliance with Ombdsman timescales, orders, and recommendations.

Working closely with operational teams and stakeholders, the postholder will ensre that remedies, commitments, and service improvements arising from complaints are completed and embedded. The role plays a key part in driving organisational learning, improving cstomer experience, and promoting a positive complaint-handling cltre across the organisation

Accontabilities

Manage and investigate Stage 1 and Stage complaints in line with the Hosing Ombdsman Complaint Handling Code and organisational procedres.

Condct thorogh, evidence-based investigations by reviewing tenancy records, policies, repairs history, correspondence, and other relevant docmentation.

Draft clear, accrate, empathetic, and well-reasoned complaint responses.

Act as the primary point of contact for residents throghot the complaints process, ensring effective commnication and expectation management.

Respond to enqiries from Concillors, MPs, advocates, and other stakeholders as reqired.

Manage Hosing Ombdsman enqiries, investigations, and information reqests, ensring responses are sbmitted within reqired timescales.

Prepare evidence, case files, and sbmissions for Hosing Ombdsman investigations.

Review Hosing Ombdsman determinations, orders, and recommendations and coordinate actions reqired to achieve compliance.

Identify service failres, root cases, and appropriate remedies to achieve fair and effective complaint resoltions.

Work collaboratively with operational teams and managers to gather information, agree corrective actions, and resolve complaints effectively.

Monitor and follow p on actions, remedies, and commitments arising from complaint responses and Hosing Ombdsman cases, ensring they are completed within agreed timescales.

Maintain accrate records of complaints, Ombdsman cases, otcomes, service improvements, and lessons learned.

Record, monitor, and report on lessons learned from complaints and Ombdsman investigations, ensring improvements are implemented and embedded across the organisation.

Analyse complaint trends and performance data to identify opportnities for service improvement and spport continos improvement initiatives.

Ensre compliance with relevant hosing legislation, reglatory reqirements, consmer standards, and internal policies.

Contribte to the development of best practice in complaint handling and cstomer resoltion across the organisation

The Experience Yo Will Bring

Experience investigating and resolving complex complaints within a hosing association, local athority, or social hosing environment.

Strong knowledge of the Hosing Ombdsman Complaint Handling Code and Ombdsman investigations and determinations.

Experience managing Hosing Ombdsman enqiries and investigations.

Good nderstanding of relevant hosing legislation, consmer standards, and landlord responsibilities.

Experience handling Stage 1 and Stage complaints and preparing responses to Concillor and MP enqiries.

Experience identifying service failres, recommending remedies, and driving service improvements.

Excellent report writing, letter drafting, and case management skills.

Strong analytical, investigative, and problem-solving abilities.

Ability to manage a complex and demanding caseload while meeting strict deadlines.

Experience working with mltiple stakeholders and operational teams to achieve sccessfl otcomes.

Strong cstomer service skills with a resident-focsed and soltion-oriented approach.

Experience monitoring actions and ensring commitments arising from complaints and Ombdsman cases are delivered.

Why choose Basildon Concil?

Basildon Borogh Concil is one of the largest local athorities in the East of England region and serves a poplation of approximately 17, people. The town of Basildon is regarded as a key economic hb with the main areas of employment being engineering, research and development, distribtion and financial services. Basildon is also the second biggest economy in the Thames Gateway, otside of Canary Wharf.

Working for Basildon Borogh Concil means making a practical and positive difference to the lives of people living and working in the Borogh and provides a flfilling career.

Each of or employees - whatever job role they are ndertaking - can feel motivated by having a niqe opportnity to se their skills to make Basildon a better place to live. Whether it is conserving or contryside, by regenerating or Borogh, by hosing or residents or by collecting the refse on time.

Note: ECC are advertising this role on behalf of Basildon Concil.

Basildon Borogh Concil is committed to safegarding and promoting the welfare of children and adlts, and expects all employees, contractors and volnteers to share its commitment to prevent abse, harm or exploitation.

The Concil applies a robst recritment vetting process. If yo are sccessfl yo will need to ndergo a Pre-employment Vetting Procedre.

What yo shold do next

If yo are interested in finding ot more abot this role, we wold love to hear from yo. Please apply via Working for Essex website.

If yo have qeries on this role or reqire anything frther, or reqire a copy of the fll Job Description, please email [email protected]