Hyperion Partners is recruiting on behalf of a respected housing association that is committed to providing high-quality services to its residents. We are seeking a diligent and empathetic Complaints Officer who will play a crucial role in managing and resolving resident complaints. This position offers the opportunity to contribute to the continuous improvement of housing services by ensuring resident concerns are addressed effectively and professionally.
The Role:
As a Complaints Officer, you will be responsible for managing and resolving complaints from residents. This role involves investigating issues, coordinating with various departments, and ensuring complaints are resolved in a timely and satisfactory manner. You will be an advocate for the residents, ensuring their voices are heard and that their feedback helps shape better services.
Key Responsibilities:
- Complaint Management: Receive, log, and manage resident complaints, ensuring each is handled in line with the housing association's policies and procedures.
- Investigation: Conduct thorough investigations into complaints, gathering all necessary information and collaborating with relevant departments to understand the root cause of the issues.
- Resolution: Work closely with residents and internal teams to develop effective solutions to complaints, ensuring issues are resolved to the satisfaction of all involved parties.
- Communication: Provide residents with regular updates on the status of their complaints, ensuring they are informed throughout the process.
- Reporting: Maintain detailed records of all complaints and their outcomes, and produce regular reports to identify trends and areas for improvement.
- Feedback & Improvement: Use insights from complaints to provide constructive feedback to the wider organisation, contributing to the enhancement of service quality.
- Compliance: Ensure all complaints are managed in compliance with relevant legislation, regulations, and internal policies.
What We're Looking For:
- Experience: Previous experience in complaints handling or customer service, preferably within the housing sector or a similar environment.
- Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with residents, colleagues, and external stakeholders.
- Empathy & Patience: A compassionate approach, with the ability to manage sensitive situations with care and understanding.
- Problem-Solving: Strong analytical and problem-solving skills, with the capability to identify issues, propose solutions, and ensure resolution.
- Organisational Skills: Highly organised, with the ability to manage multiple cases simultaneously and work to deadlines.
- Knowledge: A solid understanding of housing management, relevant legislation, and the challenges faced by social housing residents.