Complaints Officer

Marks Consulting Partners are currently looking for a Complaints Officer to work with one of our Local Authority clients in London.

What the Job Will Be Doing

• Managing a backlog of Stage 2 complaints, ensuring thorough investigation and timely resolution in line with corporate complaints procedures

• Reviewing Stage 1 responses and conducting independent investigations to assess the adequacy of previous responses and actions taken

• Drafting clear, well-reasoned Stage 2 complaint responses that address all complaint points and provide appropriate resolutions

• Liaising with internal departments, service managers and senior officers to gather information and evidence required for investigations

• Ensuring complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code and relevant best practice guidance

• Identifying service failures, learning points and areas for improvement arising from complaints investigations

• Maintaining accurate records and case notes on complaints management systems

• Providing advice and guidance to service areas on complaint handling and complaint resolution

• Monitoring complaint trends and contributing to service improvement by highlighting recurring issues

• Supporting the organisation in meeting regulatory requirements and maintaining high standards of customer service

What You Will Need

• Previous experience handling Stage 2 complaints within a Local Authority, Housing Association or public sector environment

• Strong understanding of complaints procedures and regulatory frameworks, including the Housing Ombudsman Complaint Handling Code

• Experience investigating complex complaints and producing detailed written responses

• Excellent written communication skills with the ability to produce clear, balanced and professional reports

• Strong analytical and problem-solving skills, with the ability to review evidence and reach fair conclusions

• Ability to manage a high volume of cases and prioritise workloads effectively

• Experience working collaboratively with multiple internal departments and stakeholders

• Good knowledge of housing services and local authority processes is desirable