Complaints Resolution Officer - Guildford

Experience of customer services including complaints handling and resolution: · Gather complaints data for reporting purposes. · Good knowledge of the Housing Ombudsman Complaint Handling Cde. · Experience of working with a diverse customer group including Councillors, residents, including vulnerable people. · An understanding of managing performance including developing reporting and monitoring techniques, learning & embedding lessons learnt from complaints demonstrating service improvements in areas of responsibility · Experience of working within social housing or Local Government is not essential but would be advantageous. Specialist (Level 1): · Experience and knowledge of specialist area · Reasonable working knowledge of legislation and developments in specialist area · Proven ability to give sound advice and guidance on specific, straightforward cases, topics or issues. · Experience of working with systems relevant to specialist area · Experience of casework, within specialist area with some guidance and support of more experienced staff, occasionally referring to Specialist Level 3 and Senior Specialists for work outside previous experience. · Proven ability to enforce legislation where appropriate Specialist (Level 2 & Level 3): · Good working experience and knowledge of specialist area · Good working knowledge of legislation and developments in specialist area - Complaint Handling Code · Proven ability to give sound advice and guidance on a limited range cases, topics or issues. · Experience of working with systems relevant to specialist area · Experience of casework, within specialist area, some of which can be complex, and with some guidance and support of more experienced staff, occasionally referring to Senior Specialists for work outside previous experience. · Proven ability to enforce legislation where appropriate Eden Brown Synergy is an equal opportunities employer. Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.