We have an exciting opportunity for a Senior Customer Complaints Handler todeliver a consistent, fair, and impartial complaints investigation process for our customers and provide a point of contact for our complainants, leading, and coordinating investigations and responses, and most importantly keeping the customer up to date with the progress of their complaint.
At FCH diversity is the cornerstone of our values and culture. We believe in creating a workplace where every voice is heard, valued, and respected. Diversity is about embracing a multitude of perspectives, experiences, and backgrounds that enrich our collective understanding and drive innovation. By fostering an inclusive environment, we empower our colleagues, ensuring that everyone has equal opportunities to thrive and contribute to our shared success. If you're passionate about making a difference and believe in the power of diversity and inclusion, we invite you to join us in shaping a brighter future together.
We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity. Not only this, but we aim to put our people first by offering hybrid/agile working (dependant on position), a great pension scheme (up to 12% employer contributions!) and many other benefits which show our appreciation for the hard work that everyone puts in here. We each work to our Freebridge Values; Belong, Own It, Think Customer, One Team One Purpose and Be the Change.
In line with our five-year strategy, we are looking to build 750 new homes by 2026! This five-year strategy will drive us towards our long-term ambitions for the next 10-20 years and these first five years will be critical in laying the groundwork, investing in properties and people, hitting new targets and really making a difference.
Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King's Lynn and West Norfolk. Today, we own and manage around 7,000 homes across West Norfolk, making a difference to thousands of customers within communities across an area of almost 550 square miles. We have an annual turnover of £30m and employ well over 200 people, including our own Property Services team. Over the last 14 years, there have been numerous achievements, not least delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living.
Requirements
- Manages formal complaints at a stage 2 level through various channels of communication, taking responsibility for the complaint from start to finish, providing a professional response in line with the Housing Ombudsman complaint handling code
- Investigates, with the support of the relevant departments and service managers, all complaints and compile a suitable response to formal complaints with a focus on the customers experience aiming for early resolution where possible and ensuring all communications are fully documented
- Responsible for compiling stage 2 letters to customers and responses in line with Ombudsman guidelines, ensuring letter are concise, legally compliant and address the complainants issues allowing us to fully explain our position and whether the complaint is upheld or not
- Proactively manages own case load using own initiative along to manage complex cases and potentially difficult customers, with a diplomatic resolution-oriented approach
- Provides a monthly report to all heads of service outlining and findings of complaints at stage 2 level to ensure remedial actions from complaints are delivered by relevant staff and the wider business with learnings being recorded
Knowledge and Experience
- Background in customer services or experience gained in customer service environment
- Background in working with a range of customers and understanding of the needs of social housing customers
- Experience in complaint handling and the legal framework
- Strong interpersonal and communication skills
- High level of literacy and numeracy
Benefits
- £31,213 per annum
- Full time of 37 hours a week, Monday to Friday
- Great Pension Scheme
- Full access to an Employee Assistance Program
- Customer focused, team working environment
- Employee discount perks including 100s of high street discounts
- 25 days holiday + bank holidays (rising to 30 days after 5 years)