Complaint Investigator LBS-010

Complex Complaints Officer
GRADE:
10
DIVISION / UNIT:
Housing Needs & Support Directorate
DEPARTMENT:
Housing
REPORTS TO:
Housing Complaints Manager
PURPOSE OF THE JOB

1. Support the Housing Complaints Manager in the delivery of a high-quality complaints service to customers and the Council. Dealing with complex and multi-faceted complaints across two or more service areas. Respond to customer's complaints and work to regain their trust by taking prompt and appropriate actions to put things right.

2. Undertake investigation of complex and multi-faceted complaints for all service areas in the Housing Department. Provide effective and timely resolution to complaints and cabinet member enquiries in line with the Council and Ombudsman's expectations, whilst ensuring excellent customer service is delivered.

3. Identify complaint themes, patterns and trends and recommend corrective actions that can improve the service to the Housing Complaints Manager. Support the Housing Complaints Manager to produce performance report for the Head of Complaints and Quality Assurance and Senior Management Team., 1. Draw on knowledge of service area functions, policies and procedures to thoroughly investigate and respond to stage one complaints and members enquiries in a timely manner, whilst taking relevant legislation and statutory obligation into consideration.

2. Develop a sense of pride and passion and a "can do" attitude in resolving complaints in compliance with the Council's Complaints policy, the Housing and Local Government Ombudsman Complaints Handling Code and Social Housing regulation Bill.

3. To ensure Complaints and Members Enquiries are investigated fairly and impartially, using evidence based approach to understand the complaint and achieve a satisfactory resolution.

4. Ensure investigation process continuously improves to reflect best practice and the council's value of getting it right first time. Manage corrective and follow up actions from complaints effectively until completion.

5. Make recommendations on compensation awards for service failures as appropriate using the council's compensation policy and Housing and Local Government Ombudsman's case review as a guide.

6. Produce reports setting out complaints, findings, recommendations and lessons learnt from complaints and recommend strategic solutions to improve service delivery to residents. Support Housing Complaints Manager and Head of Complaints and Quality Assurance on how recommendations and improvements can be implemented.

7. Provide support to Corporate Complaints - Stage 2 Team to ensure the Councils overall vision, values and ethos are sustained as part of the process. Build effective working relationships and act as ambassador and advocate with colleagues and external stakeholders, including regulators and contractors and local councillors.

8. Deal with high level and complex complaints from Cabinet Members. Conduct investigations into such complaints and reach an outcome based on the merits of each case, whilst managing risk to the organisation.

9. Assist in the administration of the Council's complaints and casework database to ensure it is fit for purpose. Deliver training and guidance to staff on the use of the system.

10. To take ownership of complaints from start to closure, ensuring the customer is clear about how any outstanding actions by the business will be taken forward.

11. Ensure investigations are carried out within the Councils framework, policies and procedures and relevant legislations, including regulatory requirements under Housing and Local Government Ombudsman Complaints Handling Code and Social Housing Regulation Bill.

12. To undertake any other duties commensurate with the level and grade of the post and deputise for the Housing Complaints Manager as and when appropriate.

JOB CONTEXT

Organisational objectives

We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark's residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse and growing population. At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities.?

We put the customer at the heart of what we do and work to resolve issues as they arise and exceed customer expectations every step of the way.
As part of the Housing Complaints Team, you'll be an integral part of this vision by being the link with our customers when things go wrong and ensuring we listen, and are honest, open and accountable with our responses and explanations.
Carry our duties with due regard to the Councils Equal Opportunities, Governance, Data Protection and Health and Safety (including to provide assistance where possible) policies and procedures.

Structural Arrangements: Reports to the Housing Complaints Manager with no line management responsibility.

Financial responsibilities: N/A

Contacts: Wide range of internal and external stakeholders including but not limited to: Residents, Colleagues, Directors, Senior Managers, Elected Members, Professional Bodies, Partner Organisations and Government Regulatory Bodies and Contractors.

Conditions of service

· The grade of the post has been set at grade 10 using the council's local grading scheme.
· Contractual hours of duty are in accordance with the needs of the service with a minimal of 36 hours per week.
· The post holder maybe required on occasions to work outside normal office hour's e.g. to attend meetings.
· The post holder will be required to acquire professional housing qualifications if not already attained., Special Conditions of Recruitment:
Comply with and promote the Council's Equal opportunities policy

Key: E Essential S Shortlisting criteria
I Evaluated at interview
T Subject to test
Southwark Council values: Treating residents as if they were a valued member of your own family | Being open, honest and accountable | Spending money as if it was your own | Working for everyone to realise their own potential | Making Southwark a place to be proud of | Always work to make Southwark more equal and just | Stand against all forms of discrimination and racism.

The person specification is a picture of skills, knowledge and experience required to carry out the job., Essential (E)
How assessed (S/ I/ T)
Relevant degree and/or professional qualification or relevant work experience in housing plus ability to demonstrate continuous professional development
E
SI
Knowledge and understanding of the Corporate Complaints processes and associated legislation and policies.
E
SI
· Knowledge of the Housing and Local Government Ombudsman's role within Local Authority setting as it relates to complaints management.
E
I
Experience:
Experience of working in a complaint handling role with an ability to analyse complex complaints, customer feedback and evidence findings.
E
I
Experience of working with departments and/or stakeholders to drive service improvements
E
SI
Experience of handling and resolving complex or multi-faceted service related complaints
E
SI
Ability to use Microsoft Office packages, E.g. Word, Excel and Power Point.
E
I
Experience of producing management reports and presenting them to senior managers and stake holders.
E
I
Aptitudes, Skills & Competencies:
Excellent verbal and written communication skills and ability to distil a message clearly and succinctly.
E
SI
Ability to be self-motivated and driven to achieve specific targets and objectives
E
I
Ability to interpret policies and procedures, show initiative and make appropriate decisions, whilst acting sensitivity and fairly.
E
I
Customer focused with a polite and empathetic telephone manner and a genuine passion for excellent customer service.
E
I
Good problem solving skills with a proactive and positive approach to dispute resolution.
E
SI
Ability to pay attention to detail and deal with difficult and challenging situation sensitively and tactfully.
E
I
Ability to manage workload and work to tight deadlines in a fast paced environment with strong organisational skills.