Housing Complaints / Resolutions Officer Role Housing Solutions Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiriesCity of LondonHybrid Working Perm Role - 2 days a week in the officeStage 1 ComplaintsLong term roleWe have a fantastic new job opportunity for a Stage 1 Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills.As the complaints Investigator / Escalation Caseworker you will have a sound understanding of the regulatory timescales, and deadlines, associated with complex complaint resolution, and will be required to take case ownership (until resolution) and conduct a comprehensive investigation, using all available information and documentation, including leading case reviews of the complaint process at Stage 1.DUTIESYour duties as Complaints Investigator / Escalation Caseworker will include:Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to the service standards and meeting the diverse needs of the customerDemonstrate a personal commitment and responsibility for providing a highly resolution-based serviceAcknowledge and resolve complaints by leading on high quality responsesTake ownership of a complaint from start to closure, ensuring that the customer