Complaints Officer | Kensington & Chelsea


  • Company:
    CV-Library
  • Location:
  • Salary:
    negotiable / Month
  • Job type:
    Full-Time
  • Posted:
    2 days ago
  • Category:
    Administration

Complaints Officer | Kensington & Chelsea

4Recruitment Services are seeking Complaints Officers for Kensington & Chelsea.

As a dedicated Complaints and Members Enquiries Officer for Care for Grenfell team the main purpose of the role will be to provide a responsive and effective service to the residents that have been affected by the Grenfell Tower fire. Officers co-ordinate non-statutory complaints in relation to Grenfell across the Council, with a focus on Stage 0 & 1 complaints and complex investigations.

Complaints and Members Enquiries Officers will investigate complex, Stage 1, and non-statutory Grenfell related complaints in line with the Council’s complaints policy, drafting final reports and agreeing learning and action plans with services. Ensure the effective logging, processing and timeliness of requests to ensure compliance with legal timescales.

Main Duties and Responsibilities:

Co-ordination of complaints and Casework

The post holder will co-ordinate non-statutory complaints in relation to Grenfell as appropriate, including assisting with Ombudsman complaints
Officers will ensure the effective logging, processing and timeliness of requests in compliance with legal timescales, chasing services and external bodies/people as appropriate
Officers will lead on investigating complex complaints including reviewing and assessing documents, telephone contact with complainants and advocates (these may include taking calls from difficult customers), interviewing staff, the complainant and other interested parties
Officers will lead on investigating Stage 1 complaints
Officers will use appropriate methods to investigate sensitive complaints, including mediation and will check that action taken by Council officers comply with relevant policies and procedure and the law

You will ensure the accurate recording, tracking, monitoring, reporting and analysis of all complaints made to the Team:

Monitoring the implementation of the complaint’s decision, remedy, and recommendations on service delivery at all times
Recording, tracking and monitoring complaints across all stages and procedure
The post-holder must at all times carry out his/her duties within the Council’s Equal Opportunities and Customer care policies

What you will need –

Degree level qualification or equivalent
Experience of working in a contact centre environment or a customer focussed environment where interpersonal communications using the telephone has been a key element.
Ability to deal with difficult, sensitive and challenging situations in a calm, compassionate and professional manner
Ability to deal with difficult, sensitive and challenging situations in a calm, compassionate and professional manner

Salary is £18 to £20 per hour.

4Recruitment Services is a specialist recruitment agency for Qualified Social Workers and care professionals.

We offer:

24 hour one on one specialist social work consultant based within your geographical area
4Recruitment Services Employee Benefits Programme
Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other Social Work vacancies in your area please contact Liam Heddle on (phone number removed)