Senior Complaints Officer (Grade I)
London Borough of Tower Hamlets
Role
Who You Are
A dedicated professional with a comprehensive understanding of corporate complaints systems, regulatory frameworks, and relevant legislation. You have experience in handling complex investigations and possess strong analytical skills to assess data and draft detailed reports. You excel in communication, collaborating effectively with senior managers and maintaining positive working relationships. Your previous exposure to a politically sensitive environment equips you to navigate local authority processes confidently.
What the job involves
As a Senior Complaints Officer, you will oversee the council's complaints function, ensuring compliance with relevant legislation and corporate procedures. The role involves working with various council departments, elected Members, and strategic partners to enhance the complaints handling processes. You will engage in activities to raise the profile of the complaints service, provide expert advice, and implement service improvements. Your responsibilities also include auditing complaints data, preparing performance reports, and supporting the Complaints Manager, including deputizing in their absence.
Skills
- Excellent knowledge of complaints management and relevant legislation
- Strong analytical skills for data and process evaluation
- Ability to draft complex reports and correspondence
- Experience in business process analysis and service improvement
- Effective communication and networking abilities
- Proficiency in IT and Business Management Systems
- A proven track record in working within a politically sensitive environment
- Flexibility and resilience in managing change
- Commitment to equality, diversity, and customer service