Complaints Officer

England, London, Romford
Up to £16.36 per hour
24 Aug 2020
21 Sep 2020
JN -082020-138551
Charlotte St.Clair
Customer Service
Contract Type
Full Time

To be part of the CMT Complaints Team in recording, investigating and answering complaints at all stages of the procedure as well as Councillors' and MPs' enquiries in line with procedures and within corporate timescales

To provide advice and guidance to staff, Members and members of the public on all aspects of work covered the Council and to support them in their own work to respond to and learn from complaints, where applicable.

Processing complaints in line with statutory and Council procedures. That involves arranging, supporting, undertaking and managing complex :

  • Investigations
  • Interviews
  • Adjudication meetings
  • Hearing Panels
  • General complaints meetings

Support work to improve the quality of responses provided by other teams to formal and informal complaints, Councillors' enquiries and correspondence in general by providing training and guidance to managers and staff. Conduct quality assurance of correspondence and make appropriate modifications to communications and correspondence as necessary

To recommend appropriate levels of compensation and how best to provide redress following a legitimate grievance arising from a complaint

Identify and report on recommended service improvements arising from complaints outcomes, as well as good practice identified through compliments.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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