Complaint investigator

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Job description

Complaint investigator 15.43 per hour (PAYE) or 20.30 (Umbrella)
Office and site based, meeting with Tenants
3-6 month assignment. North Worcestershire

Respond to requests for complaint investigations for Housing Property Services, investigating all complaints thoroughly, providing a full response to the Senior Complaints Officer, ensuring that all points of the complaint are answered.
Respond to Councillor and MP enquiries directly.
This will involve:
Interrogation of computer systems and databases
Liaising with internal staff, contractors and agencies
Contact with the complainant in order to achieve a resolve
Managing your workload to endure that investigation outcomes are provided to the Senior Complaints Officer within the timescales set out in within statutory Housing Ombudsman's Complaint Handling Code.
Ensuring that Councillors and MP enquiries are responded to in accordance with corporate timescales.
Ensuring that any actions agreed to fully resolve a complaint/enquiry are completed.
Basic technical knowledge of repairs and maintenance.
This is a cradle to grave approach, the investigator will actively investigate the complaint and ensure any actions required to mitigate the complaint will actions accordingly and achieve the customers satisfaction that the compliant has been resolved in full.

You will:
Actively support a culture that, inclusive of the complainant or appellant, learns from any mistakes and failures and seizes opportunities to use learning to continuously improve housing services.
Ensure you maintain up-to-date knowledge of housing legislation, regulation, policy, and best practice.
Nurture and maintain partnership work and collaborations with all internal and external teams, agencies, and partners relevant to successful delivery of your service.
Be responsible and accountable for effective and accurate operation of relevant IT systems in relation to delivery of your area of the service.
Recognise what are urgent or important tasks and prioritise your own workload accordingly to meet any deadlines.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.

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