Job Title - Senior Complaint Officer
Location - Eastleigh S05
Contract - Permanent
Hours - 37
Introduction - Are you dedicated to providing top-tier customer service? Do you excel in resolving complex issues and enjoy working in a dynamic environment? Our client, a leading housing association, is looking for a Senior Complaint Officer to join their team and play a crucial role in managing and resolving customer complaints.
Role summary - In this position, you will be an integral part of the Customer Relations Team within the Optimisation and Business Improvement Directorate. Your primary focus will be on managing complex complaints at the final stage of the internal process (Stage 2) and responding to inquiries from the Housing Ombudsman. You will be responsible for investigating cases thoroughly, ensuring all responses are of high quality and delivered within set timeframes.
Key Responsibilities:
- Investigate escalated complaints, making informed decisions based on the specifics of each case.
- Clearly communicate outcomes to customers and stakeholders through both written and verbal communication.
- Prepare comprehensive and well-documented responses for the Housing Ombudsman.
- Work closely with internal teams and external partners, including contractors and local councillors.
- Identify and propose improvements to processes, policies, and systems to prevent complaint escalation.
- Occasionally handle Stage 1 complaints to support the team and manage peak workloads.
Requirements:
Experience: Demonstrated experience in handling complaints, with the ability to analyse complex situations and provide well-supported conclusions.
Skills: Excellent communication skills, attention to detail, and strong organisational capabilities.
Attitude: A customer-centric mindset with a passion for delivering exceptional service and a proactive, solution-oriented approach.
Technical: Proficiency in Microsoft Office (Outlook, Word, Excel) is required.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on or send an E-Mail to