Overview
Are you passionate about delivering excellent customer service and making a real difference in your community? We are looking for a dedicated and empathetic Complaints Officer to join our team at First Choice Homes Oldham (FCHO). In this vital role, you’ll be the first point of contact for customer complaints, ensuring issues are investigated thoroughly and resolved fairly and sensitively. Working closely with both internal teams and external stakeholders, you’ll handle complaints in line with our policies and regulatory standards, keeping customers informed and supported throughout the process. With a strong focus on communication, fairness, and professionalism, you’ll help us drive improvements and deliver outcomes that meet our customers’ expectations.
Knowledge around The Housing Ombudsman Code and knowledge of the Regulator of Social Housing Code of Guidance, as well as experience dealing with internal and external customers (face-to-face and by telephone), are important aspects of this role.
If you’re committed to FCHO’s values and want to contribute to a culture of inclusion, wellbeing, and continuous improvement, we’d love to hear from you.
Responsibilities
* Be the first point of contact for customer complaints and manage the end-to-end complaints handling process.
* Investigate complaints thoroughly and resolve them fairly and sensitively, in line with policies and regulatory standards.
* Keep customers informed and supported throughout the complaints process.
* Work closely with internal teams and external stakeholders to address issues and drive improvements.
* Contribute to delivering outcomes that meet customers’ expectations.
Requirements/Qualifications
* Knowledge of The Housing Ombudsman Code.
* Knowledge of the Regulator of Social Housing Code of Guidance.
* Experience dealing with internal and external customers (face-to-face and by telephone).
* Strong communication, fairness, and professionalism.
What’s in it for you?
* A salary of £30,063.00 per annum.
* A 37-hour working week with hybrid working options, minimum 3 days in the office.
* Holiday entitlement: 30 days, plus one shutdown day determined by the company, and eight bank holidays. Part-time colleagues will receive a pro-rated entitlement. Additional leave can be purchased.
* Defined contribution pension scheme with employer contribution up to 10%; pension salary exchange scheme for eligible colleagues.
* Death in service benefit.
* Automatic enrolment into a healthcare cash plan and private health insurance plan.
* Employment Assistance Programme with 24-hour confidential counselling support.
* Doctorline, a 24/7 GP helpline for you, your partner, and your children.
* Access to a colleague benefit platform with discounts and wellbeing resources.
* Discounted gym membership.
* Professional subscriptions paid by the business where essential for your role.
* Enhanced maternity, paternity, adoption, and sick pay.
* On-site wellbeing room.
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