Senior Complaint Resolution Officer
About the job
The Senior Complaint Resolution Officer position is a fantastic opportunity to join the Independent Review Office's Engagement and Resolution Team. This job focuses on managing and resolving complex complaints, ensuring fairness and transparency in the process. The team thrives on collaboration, continuous improvement, and supporting each other in delivering high-quality outcomes.
You'll be responsible for
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Managing complaints
Managing and resolving Level 2 and Level 3 complaints, ensuring procedural fairness and evidence-based decision-making.🔍
Conducting investigations
Planning and conducting investigations, defining scope, gathering evidence, and documenting findings.🤝
Engaging with stakeholders
Professionally engaging with complainants and stakeholders, using negotiation techniques where appropriate.Key criteria
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Complaint handling experience
Demonstrated experience managing and resolving complaints effectively.View
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Investigation skills
Proven ability to conduct thorough investigations and analyze evidence.View
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Strong writing skills
Experience preparing high-quality reports and decision letters.View
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