12 Month Fixed Term Contract
Here at Stonewater, we are now looking for a Customer Complaints Officer to join our Customer Relations Team, which delivers our customer complaints service.
As our Customer Complaints Officer, you will work with customers, colleagues and contractors to respond to complaints. You’ll use your listening and communication skills to build constructive relationships with customers so you can understand their concerns.
You’ll work with service areas to investigate the issues they’ve raised, and identify whether we’ve made mistakes leading to service failure. You’ll follow the Housing Ombudsman Service’s Complaint Handling Code, ensuring we meet deadlines for acknowledging and responding to complaints. You’ll also be responsible for writing formal responses to customer complaints, using your excellent written communications skills to craft comprehensive and empathetic replies in Stonewater’s tone of voice.
To be successful in this role, you’ll need to demonstrate a passion for customer service, showing sophisticated influencing and negotiation skills. You will be responsive to changing customer needs and be compassionate, managing challenging conversations with customers.
This is a fantastic opportunity for you to bring your passion and energy to specific types of customer enquiries, developing our National service model and helping us to maintain a personal, locally sensitive offer to customers.