Complaint Resolution Officer LBHF620036

Salary range : £41,964 - £44,430 per annum

Work location : 145 King Street, Hammersmith, London, W6 9XY

Hours per week : 36

Contract type : Temporary for 12 months

Closing date : 5 March 2025

Interview date : 12 March 2025

Contact details for an Informal Discussion : Anna Fofanah, Complaint Resolutions Manager via email : [email protected]

About the role

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Economy department, we aim to be efficient in everything that we do. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.

We are seeking a dedicated and detail-oriented Complaint Resolution Officer to join our team. This is a fantastic opportunity to make a significant impact on customer satisfaction and contribute to service improvement in housing services.

In this role, you will work closely with teams and services in the Housing Department to ensure that all complaints are handled professionally and in line with the Housing Ombudsman Complaint Handling Code.

As a Complaint Resolution Officer, you will be responsible for investigating and resolving customer complaints, and responding to Members Enquiries, compensation claims and information requests. You will communicate effectively with customers to understand their concerns and provide appropriate solutions, in line with policies and procedures.

To be successful in this role, you should have proven experience in a customer-facing service and have experience of working for a registered provider. Excellent communication and interpersonal skills are essential, along with strong problem-solving abilities and attention to detail.

Strong organisational and time management skills are important, as well as the ability to manage a large caseload and conflicting priorities.

If you are passionate about helping residents and have the skills and experience we are looking for, we would love to hear from you.

Our commitment to you :

At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working. We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.

We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

If you would like to discuss any adjustments or request the application form in a different format, please contact us at [email protected] or by post to The Town Hall, King Street, Hammersmith W6 9JU.

J-18808-Ljbffr