Can you turn a negative into a positive?
Were looking for an exceptional investigatorwith an eye for detail and a natural talent for building relationships, to join our small Complaints Team on our mission to deliver Great Places, 'Great Services, and Great Tomorrows.
Youll be part of a wider Contact Centre Team who will need your support to consistently deliver effortless experiences to our customers.
You will be a driver of change by collating trend data and communicating findings to the business to inform service change preventing complaints from occurring, escalating, or reoccurring.
Youre someone with a practical approach to problem solving who, no matter what the problem or medium can communicate effectively, clearly, and accurately putting into practice those excellent Customer Complaints skills youve developed in your career so far.
With your proven track record youll be adept at investigating stage 1 and 2 complaints and preparing information for the Housing Ombudsman Futures will be the perfect platform to showcase your strong analytical and problem solving skills.
A few key points from out role profile:
Adopt a fair and impartial approach to visiting customers in their homes to understand the complaint and collate any evidence.
Make decisions on compensation and good will gestures based on individual customer impact.
Ensure a fair, logical, and consistent approach to agreeing compensation in line with our policies and procedures.
Take ownership of the complaint resolution from start to closure, ensuring that the customer is regularly kept informed of progress.
Prepare high level written complaint responses fit for scrutiny from the Housing Ombudsman Service.
Keep accurate records and evidence of the investigation, compliance with the HOS Complaint Handling Code and correspondence with the customer on
the relevant in-house systems.
Prepare documentation requested by the Housing Ombudsman Service.
Prepare detailed reports and share learnings from complaints to prevent repeat complaints from occurring including with the senior management team.
Sounds like me, so what are you offering?
If youre successful, youll be joining a dynamic organisation with an amazing culture. We offer competitive benefits that include private healthcare options, discount schemes and with a big emphasis on health and well-being. Youll have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing youre helping people and communities across our region to thrive.
Your weekly hours of work would be 37, Mon -Fri, paid monthly. You'll get 25 days holiday plus bank holidays and concessionary days holiday at Christmas. We also offer great flexibility around business needs.
Were proud to be Investor in People Platinum award the highest of IiP accreditation. The award recognises organisations which are passionate about making sure all employees get the best experience at work.
Make a note in your calendar as 1st stage remote interviews are 2nd September and 2nd stage will be at out main Castle Donington office, 5th September.
To start your Futures Journey take a look at our Role Profile. Please note we may contact candidates or close the vacancy prior to the closing date.
Who we are
Futures is a great place to work with a fantastic, positive and 'can do' culture supporting our people to deliver fantastic results. Every one of our team members is helping us achieve our vision of 'Great places, great services and great tomorrows' for people and communities across the East Midlands. We don't just provide homes - we support our customers, helping them to thrive and to achieve this we all need to thrive in our jobs too. So, we invest in our people to give them the skills, the tools and the flexibility to do a great job.
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