Complaints Officer (PO3)
London Borough of Islington
Role
Who You Are
You have experience in handling complaints in public, private, or non-statutory sectors. You possess excellent communication skills and the ability to influence outcomes effectively. Your background includes experience with the Local Government & Social Care Ombudsman framework and relevant legislation.
What the Job Involves
The Principal Complaints Officer manages and responds to complaints at various levels, including Chief Executive Stage complaints, Local Government & Social Care Ombudsman, and Housing Ombudsman cases. Responsibilities include identifying root causes, recommending suitable resolutions, and ensuring continuous improvement in complaint handling. The role involves coordinating investigations, providing staff training, and reporting on complaint trends. The officer will work to maintain accurate records and ensure compliance with relevant policies and legislation.
Skills
- Complaint management expertise
- Understanding of relevant legislation
- Ability to resolve issues effectively
- Strong communication skills
- Capacity to work under pressure
- IT system proficiency
- Ability to create training programs
- Commitment to equality policies