Complaints and Policy Compliance Officer – HALTED

We are currently recruiting for a Complaints and Policy Compliance Officer in Bury.

Pay rate: £15.17 – £16.63 per hour.

Hours:  Full time (37 hrs per week).

Contract duration: Temporary ongoing

Purpose:

• The Complaints and Policy Compliance Officer is part of a small team responsible for all matters relating to reviewing, investigating and responding to complaints, Elected Member and MP enquiries, Housing Ombudsman Service (HOS) liaison, Freedom of Information requests (FOI), and Subject Access Requests (SAR).
• Responsible for overseeing complaints framework, providing advice to ensure compliance relating to Complaints Code of Conduct and Subject Access Requests.
• The role works with service managers to support the investigation of complaints across a broad range of service areas, each with different legislative requirements, ensuring that complaints are investigated thoroughly and fairly to establish the facts of the case, in line with the Client’s policy and ensuring a customer focused service.
• Provides proactive support to Elected Members and MPs in respect of service requests and complaints, liaising with services to ensure that responses are high quality and timely.
• Responsible for quality checking and supporting the preparation of responses to complaints, enquiries, FOIs, SARs, and HOS responses, together with associated performance monitoring and reporting.

Experience: 

• Quality assurance to maintain consistency and set high standards of customer service.
• Preparing reports and complex responses with excellent written communication skills to ensure complaints are responded to in an appropriate manner.
• Managing and analysing complex and sensitive information and preparing and delivering briefings and reports.
• Extensive experience of managing complaints through statutory and/or local procedures.

Skills:

• Excellent communication skills in all mediums with a range of people, responding in a professional and compassionate manner
• Ability to investigate, analyse and report on a range of complex statistical data and performance related queries
• Excellent team working skills and ability to forge partnerships with internal and external stakeholders to achieve continuous improvement to service provision
• Ability to organise and co-ordinate meetings and documentation within very tight timescales
• Ability to use own initiative including excellent organisational and prioritising skills working to set deadlines and targets
• Ability to professionally challenge and support, including those more senior, using knowledge of relevant legislation/procedures relating to information governance and complaints

Apply online or contact Terri O’Keefe on 07879 585551. You can also email terri@peelsolutions.co.uk  for more information on this role.