We have an exciting opportunity to recruit a Complaints Officer in St. Helens on a temporary contract until December 2024, with hybrid working (3 days in office, 2 at home) after initial training is complete.
You will be responsible for managing a caseload of stage 1 and 2 complaints from customers in relation to all service areas across the organisation, ensuring they are handled correctly and in line with the Complaints Policy and Procedure.
Key responsibilities:
- Liaising with customers to gather all relevant information with regard to their complaint, investigating thoroughly, reviewing records, assessing documents and liaising with colleagues across the business at all levels
- Ensuring customer vulnerability and individual circumstances are identified and taken into account
- Monitoring the implementation of complaint decisions, remedies and recommendations until all actions agreed have been completed, and the customer is satisfied with the outcome.
- Responding to MP enquiries across the organisation within agreed timescales.
- Ensuring all actions and interventions are recorded within the case management system.
What you'll need to succeed
- Experience of working in a customer-focused, social housing environment
- Knowledge of the Housing Ombudsman's Complaints Handling Code and Government's Social Housing White Paper
- Effective decision-making, problem-solving and negotiation skills.
- Ability to deal with difficult and challenging situations in a sensitive, empathetic and tactful manner
- Proficient IT skills
What you'll get in return
- Temporary contract until December 2024
- Weekly pay with hourly rates up to £21.96 per hour
- Hybrid working after training is complete (3 x days a week in office, 2 x days at home)
- Option to be paid via PAYE or Umbrella
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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