Complaints Officer

Job Role :- Complaints Officer Hybrid :- 3 Days in the Office, 2 from home Contract Length :- 6 Months Pay :- £17.33 Umbrella Job Description is below: We are looking for an experienced complaint hander to grow a new customer experience team, key tasks will be * Log and formally acknowledge resident complaints in line with council procedures. * Engage with complainants to ensure a clear understanding of the issue and their desired resolution. * Thoroughly investigate complaints by reviewing case histories and liaising with relevant teams to reach fair and informed decisions. * Collaborate with service teams to help achieve appropriate resolutions and remedies for residents. * Draft written responses that are clear, concise, and empathetic. * Follow up to ensure we complete promised actions and keep residents well informed. * Conduct detailed root-cause analysis to help the council learn from mistakes and identify opportunities to improve our services. * Ensure we handle all complaints within the timelines and standards set out in council policies and ombudsman codes. * Take a customer and resolution-focused approach to all complaint handling activities. * Promote a positive complaints culture across the council through constructive engagement with colleagues in all services