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Our client is in search of experienced Senior Complaint Officers to adeptly manage and resolve Stage 2 complaints. This role demands the ability to conduct thorough investigations, render impartial decisions, and effectively communicate outcomes to all involved parties. Strong interpersonal skills and a knack for creative problem-solving are imperative for fostering productive collaborations with external partners and addressing unique challenges.. Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service. You will be instrumental in maintaining our commitment to a customer-first approach. Key Responsibilities - Senior Complaint Officer Conduct comprehensive investigations into escalated complaints, ensuring informed decisions are made while mitigating organizational risks. Communicate findings and resolutions clearly to customers and stakeholders, both verbally and in writing, presenting a compelling case. Gather and organize information promptly in response to requests from the Housing Ombudsman Service, maintaining a high standard of submission quality and meeting established deadlines. Liaise and develop working relationships with other departments and external stakeholders, including local councillors and contractors. Provide constructive feedback to colleagues, managers, or teams regarding preventable complaints or escalations. Identify potential areas for improvement within systems, processes, policies, or training that could lead to complaints or escalations and recommend enhancements. Assist in compiling reports and contributing to governance activities related to complex and escalated complaints as needed. Occasionally handle Stage 1 complaints to support team objectives and provide additional coverage during peak periods. Requirements - Senior Complaint Officer Exceptional written communication skills, adept at conveying messages clearly and succinctly. Customer-centric approach with a courteous and empathetic telephone manner, driven by a commitment to delivering outstanding service. Proven experience in managing intricate complaints and customer feedback, with the ability to analyze and substantiate findings effectively. Additional Information - Senior Complaint Officer If you find that this Senior Complaint Officer role is a suitable match with yourself please apply today for this role by clicking on the apply button. As we anticipate a large volume of applications we are unfortunately unable to respond to each individual application. We will contact you within 3 working days if we are able include you on the shortlist, so after this time please assume you have not been successful.
My client is seeking a Complaints Assistant to join their busy and ambitious team, dedicated to delivering organisational change through customer insight, service design, data analysis, and change management. This role is pivotal in ensuring the effective investigation and resolution of complaints within our target service level agreements and requires a professional with a strong focus on customer satisfaction and process improvement. Day to Day of the role: Work closely with key managers to ensure effective investigation and resolution of complaints within target service level agreements. Take on the role of investigator for a number of complaints when required. Collaborate with Assistant Directors, Service Managers, and the Customer Experience team to ensure all complaints are investigated and resolved appropriately. Ensure customers receive high-quality responses by reviewing Complaint Handler drafts before they are sent. Assist managers and investigators in maintaining accurate records of complaint investigations and responses in core systems. Engage with different business areas to facilitate timely and accurate information for complaint resolution. Strive to meet targets around resolving complaints and highlight any issues or risks to key managers. Compile responses to Housing Ombudsman queries in coordination with the Customer Experience Coordinator. Manage workload effectively to meet targets and communicate with local Councillors and MPs to assist constituents. Support with Customer Satisfaction Surveys if required and stay updated with changes from the Housing Ombudsman, particularly the Complaint Handling Code. Communicate with customers via email, letter, and phone to gather information, request evidence, negotiate response dates, and handle objections. Required Skills & Qualifications: Excellent communication skills with the ability to adapt to a diverse range of colleagues and customers. Experience in a customer-facing role with a focus on handling complaints. Strong organisational and digital skills. Flexibility to work both independently and as part of a team. Excellent interpersonal skills.