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Complaints Officer

Employer: London Borough of Waltham Forest

  • Reference: F&G/17/41770
  • Published on: Fri 01/09/2017 09:00 AM
  • Closing on: Fri 15/09/2017 23:30 PM
  • Working Pattern: Full Time, Permanent
  • Hours: 36 hours per week.
  • Salary: £31,170 to £33,444
  • DBS Check: No
  • Location: Waltham Forest Town Hall, Forest Road, Walthamstow, London, E17 4JF

Complaints Officer – PO1

An exciting opportunity has arisen for a highly motivated and experienced individual to join the Council’s Corporate Complaints Team.

As a Complaints Officer, you will be responsible for investigating and providing in-depth responses to complaints at Stage 2 of the Council’s Corporate Complaints Procedure on behalf of the Council’s Chief Executive. You will be covering a range of different issues such as housing, homelessness, housing repairs, benefits claims, council tax collection, planning applications, planning enforcement, street cleaning and waste collection.

Our ideal candidate will have extensive experience of investigating and responding formally to complaints and preparing investigation reports and of dealing with dissatisfied customers. We are looking for someone who has strong investigative, analytical and negotiation skills; a willingness to question existing processes and to be inquisitive; an eye for detail; and excellent communication skills, both verbal and written. We need someone who is able to work under pressure; to manage and prioritise a high caseload and to adhere to tight deadlines.

You will work within a small team of experienced officers and with service managers across the organisation to investigate, resolve and learn from complaints. You will also liaise with the Local Government and Social Care Ombudsman and with the Housing Ombudsman Service in the resolution of complaints escalated to them.

If you are interested in achieving fair and reasonable outcomes through good customer service, resolving complaints and improving services for residents, this is the role for you.

Closing Date: 15 September 2017

Shortlisting Date: 29 September 2017

Interview Date: 9th October 2017

Equal Opportunities

Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population.

We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace.

The Council is committed to meeting its 4 strategic outcomes contained within the Waltham Forest Council Equality Plan 2012/2015:
• Promoting equality of opportunity
• Opposing all forms of discrimination, intolerance and disadvantage
• Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels
• Providing fair, appropriate, accessible and excellent services to all.

Respecting Diversity is a core Council value.

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