We are currently recruiting a part time Customer Experience Complaints Assistant to join us on a fixed term contract until the end of March 2025. We are looking for a highly organised individual to work in partnership with both internal and external stakeholders to provide support in recording, allocating and responding to complaints.
18.5 hours to be split over 3 days which include Monday & Tuesday (both full days) and flexible on the third half day.
About us
We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.
Working to provide great homes in great neighbourhoods, we are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.
This year will see us launch our new 5 year corporate strategy to 2029 which puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.
Responsibilities
- Work closely with internal colleagues to provide support in recording, investigating, resolving, and responding to complaints, ensuring all complaints activity is handled efficiently and managed in a timely basis and is compliant with regulatory requirements.
- Understand the drivers of complaints to reduce complaints and enhance the customer experience.
- Be compliant to with the Housing Ombudsman Complaint Handling Code.
- Follow good practice in place that will allow us to respond to complaints, promptly, effectively, and fairly. Keeping up to date with regulatory changes.
- Manage, administer, and record accurate data in relation to all Incommunities customer experience, compliments, and complaints.
- Capture customer feedback in relation to customer experience, complaints, and compliments.
- Deal with all complaints and escalations, providing advice, support and guidance to complaint handlers.
- Ensure that customers are responded to within SLA's and kept updated within agreed time scales.
- Identify and provide insight into the root causes of complaints, to improve the process and develop best practice to assist in continuous improvement across the organisation.
- Embed a positive complaint handling culture.
Requirements
- Demonstratable administration skills
- Ability to work as part of a team
- Experience of working with customers and complainants
- Previous experience of working to strict deadlines
- Working with and interpreting data
- Understanding of surveys and their purpose
- Can maintain a professional manner while dealing with customer complaints
- Able to interpret, understand and adhere to policy and legislation
- Excellent organisational skills, able to work accurately to strict deadlines
- Ability to quickly build rapport with different customer personalities/types.
- Excellent communication skills both verbal & written
- Assertive, confident, and capable of dealing with customer objections
- Good knowledge of office IT systems, e.g. Excel, Word, and PowerPoint
Benefits
- Salary of £13,094 per year (Figure stated is for 18.5 hours)
- West Yorkshire Pension Fund membership - Current employer contribution is 15.5%
- Equivalent to 28 days annual leave that increases with service plus bank holidays
- Option to buy and sell annual leave
- Training, development, and qualification opportunities
- Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
- Corporate health scheme membership
- Agile and hybrid working
- Access to an Employee Assistance Programme
- Cycle to work scheme
- Local gym membership discounts.
- A team of trained Mental Health First Aiders who are available for colleagues to contact for support
We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives. Incommunities is also recognised as ‘Committed' to being Menopause Friendly. The Menopause Friendly Accreditation recognises inclusive employers that build awareness and understanding of how menopause can have an effect at work and shows we take the wellbeing of our colleagues seriously.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.