Job Description:

Greetings of the day.

Dear job seeker, please apply to below vacancy if it interests you-

We're looking for Complaints Reviewer

Sector: Housing

📍 Location: London

The Role at a Glance

Job Overview:
Job Role: Complaints Reviewer

Location: London, W6

Duration: 3months temp / Hybrid (2 office days, Wednesdays & Thursdays)

Hours: M-F 9am - 5pm (35 hours per week, with a 1-hour unpaid lunch break)

Payrate: £25.27 PAYE or £33.42 umbrella

Start date: ASAP

Responsibilities

• Lead on reviewing stage 2 complaints, conducting thorough assessments of stage 1 investigations to ensure they have been comprehensive, fair and compliant with regulatory requirements.
• Advise on the appropriate level of rigor required for stage 2 reviews, ensuring investigations are proportionate to the complexity and significance of the complaint
• Make independent, evidence-based decisions on complaint outcomes, compensation levels and other remedies in line with organisational policy and regulatory guidance
• Ensure all stage 2 reviews are completed within regulatory timescales and meet the standards set out in the Housing Ombudsman Service Complaint Handling Code
• Take ownership of stage 2 reviews from acknowledgement to closure, keeping residents regularly informed of progress and explaining decisions clearly and sensitively
• Resolve complex, ongoing complaint through comprehensive review, identifying where service failures have occurred and determining appropriate redress
• Draft comprehensive, high-quality response letters that demonstrate a thorough review, balanced decision making and clear reasoning.
• Maintain accurate and detailed records on the organisation's CRM system of all customers contact, evidence reviewed and decisions made in relation to complaint

Qualifications:

• This role is subject to a basic criminal record Check.
• Demonstrable experience of complaint handling within a regulatory environment, managing cases through to resolution
• Proven experience reviewing the quality of complaint investigations and assessments conducted by others.
• Experience working with compensation frameworks and making evidence-based decisions on appropriate redress levels.
• Excellent written communication skills with the ability to draft comprehensive, clear and balanced response letters and reports for senior audiences
• Advanced analytical skills with the ability to assess investigation quality, identify gaps in evidence and determine appropriate next steps.
• Confident decision-making ability with sound judgement on complaint outcomes, compensation levels and organisational risk.
• Intermediate IT and systems skills including Microsoft office.

Job Scope & Career Path

This is a temporary to permanent position for the right candidate and will progress as the job and development moves forward.

Please click apply to register your interest or call our RGSetsquare London office/ (phone number removed).

Eden Brown is acting as an Employment Business in relation to this vacancy.