Complaints Investigator

Eden Brown; West Midlands; On-site; GBP 60,000 - 80,000

Job description

Our client, a Large Local Authority, is looking for a Temporary Complaints Investigator:

The Role:

1. Complaints investigator £15.43 per hour (PAYE) or £20.30 (Umbrella)
2. Office and site-based, meeting with Tenants
3. 3-6 month assignment.

Respond to requests for complaint investigations for Housing Property Services, investigating all complaints thoroughly, providing a full response to the Senior Complaints Officer, ensuring that all points of the complaint are answered. Respond to Councillor and MP enquiries directly.

This will involve:

1. Interrogation of computer systems and databases
2. Liaising with internal staff, contractors, and agencies
3. Contact with the complainant in order to achieve a resolution
4. Managing your workload to ensure that investigation outcomes are provided to the Senior Complaints Officer within the timescales set out in the statutory Housing Ombudsman's Complaint Handling Code.
5. Ensuring that any actions agreed to fully resolve a complaint/enquiry are completed.
6. Basic technical knowledge of repairs and maintenance.
7. This is a cradle-to-grave approach; the investigator will actively investigate the complaint and ensure any actions required to mitigate the complaint are taken accordingly and achieve customer satisfaction that the complaint has been resolved in full.

You will:

1. Actively support a culture that, inclusive of the complainant or appellant, learns from any mistakes and failures and seizes opportunities to use learning to continuously improve housing services.
2. Nurture and maintain partnership work and collaborations with all internal and external teams, agencies, and partners relevant to the successful delivery of your service.
3. Be responsible and accountable for effective and accurate operation of relevant IT systems in relation to the delivery of your area of the service.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.