Job Description

Overview

We are seeking a detail-oriented Complaints Officer to join the Asset Management team at a local London Borough.

Responsible for supporting a customer complaints and statutory enquiry service; including Freedom of Information (FOI) and Data Protection requests (DPRs), reporting to the Asset Management Service Improvement Assistant and Service Improvement Officer.

Duties:

Record and log all representations in the form of complaints, MP and Member enquiries, on behalf of Asset Management, in line with Departmental and Corporate procedures. Draft responses to complaints or MP / Councillor / General Enquiries using information obtained from staff or IT systems. Ensure that the content, spelling and grammar of any responses are undertaken to a high standard of quality. Investigate, co-ordinate and refine responses, ensuring that are sent in a timely manner to a high level of service. Follow and support procedures and administrative processes in relation to complaints in line with current legislation and guidance. Work with the Asset Management Service Improvement Assistant in providing information to managers on a regular basis to assist in effective monitoring of services. Report any potential problem areas identified whilst undertaking your normal duties to the Asset Management Service Improvement Assistant in order that remedial action can be taken. Promote a problem-solving approach to the handling of complaints within the Division, making staff aware of the complaints procedure but aiming to resolve problems quickly and to the satisfaction of all parties without recourse to more formal procedures. To make full use of IT systems and packages in undertaking the duties of the post including CRM, DRS, V5, Adobe PDF, Excel, Word or other systems as required. Follow the processes set by the Service Improvement Officer in the context of constant change depending on the Asset Management Divisions priorities. To undertake any other work appropriate to the level and general nature of the post's duties, including assisting the Asset Management Service Improvement Officer in undertaking ad hoc projects, reviews as well as assessing, preparing and compiling data. To carry out all duties with regard to the provisions of health and safety regulations and legislation, the Council's equal opportunities and customer care policies.

Skills & Experience Required

Excellent written communication skills with strong attention to detail Experience in administrative support, preferably in a complaints handling environment Ability to investigate issues and compile information from various sources Proficiency with IT systems and Microsoft Office applications Strong organizational skills and ability to meet deadlines Customer service orientation with a problem-solving mindset Understanding of data protection principles and confidentiality requirements Ability to adapt to changing priorities and processes

What We Offer

Opportunity to make a real difference to residents in the Borough Supportive team environment with development opportunities Public sector benefits package Meaningful work supporting local community services
If you have a passion for helping people and excellent administrative skills, we want to hear from you. Join us in ensuring our Housing & Safer Communities Department delivers excellent service to residents.

Designation of 'post' to which 'postholder' normally reports: Service Improvement Officer

Job Types: Full-time, Temporary
Contract length: 6 months

Pay: 15.00-20.00 per hour

Expected hours: 35 per week

Schedule:

Monday to Friday
Application question(s):

Are you willing to be onsite 2 days a week? Do you have a Housing or Local Government background?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London SE28 8BF

Application deadline: 03/05/2025
Reference ID: ComOff057
Expected start date: 07/05/2025