Customer Complaints Officer
Job Type: Full-time, Mon-Fri, 37.5 hours
Temporary 4 weeks, possibly longer, Immediate start
Location: 100% Remote (Home based)
We are seeking a Customer Complaints Officer to join our client and play a pivotal role in enhancing the customer experience. This position offers the chance to make a significant impact by managing stage one and two complaints.
If you have a passion for social housing and a track record of improving complaint handling processes, we want to hear from you.
Day to day of the role:
Manage a caseload of complex complaint investigations to resolve customer concerns effectively.
Proven experience in complaint handling, preferably within the social housing sector.
Draft professional and empathetic responses to tenant complaints.
Communicate effectively with tenants via phone calls to understand and resolve their issues.
Calculate and arrange compensation where appropriate.
Work collaboratively with team members to ensure a consistent approach to complaint handling.
Maintain accurate records of all interactions and decisions made regarding each case.
Act as a liaison with the Housing Ombudsman Service, ensuring prompt provision of information and follow-up on cases.
Work to enhance the customer experience at the stage one and two complaint stage.
Build strong internal and external relationships to support effective complaint resolution.
Required Skills & Qualifications:
Significant experience in complaint handling within the social housing sector, including investigating and responding to complex cases.
Understanding of the Housing Ombudsman Service, the Complaint Handling Code, and the Regulator's expectations around complaint handling.
Experience in preparing submissions for Housing Ombudsman Service investigations.
Excellent communication and written skills
Ability to thrive in a fast-paced environment, managing competing priorities and deadlines.
Comfortable working remotely and have a suitable home office setup.