If you’re passionate about providing great customer service, then we’d love you to join us as a Complaints and Customer Feedback Officer.
The role of the Complaints and Customer Feedback Officer is to provide an efficient and effective customer services role, processing all complaints, feedback and enquiries via multiple channels. The officer will also monitor progress of complaints and all other feedback and ensure it is managed in line with our policies and procedures.
The role will deliver a high quality comprehensive and consistent approach to dealing with complaints and customers feedback across the organisation. Feedback will be managed in accordance with good practice recommended by the Housing Ombudsman Service and through continuous learning.
We are looking for someone with a can-do attitude towards achieving our goals and objectives, whilst ensuring our customers are at the heart of what we do. If you enjoy a varied role, are self-motivated, able to balance your workload and work within service level agreements, this could be the role for you.
This role a 9 month Fixed Term Contract.
Rewards & Benefits
We offer a range of benefits including an excellent pension scheme, healthcare cash plan, Cyclescheme and season ticket loans. Further to this you can expect generous holiday and paid leave allowances, tailored induction programme and fantastic ongoing training and development opportunities.
Values-Based Recruitment
Estuary has a value-based recruitment policy which means our selection process is aligned with our core values of Respect, One Estuary, Accountable and Responsible.
Safeguarding & Recruitment
Estuary is committed to safeguarding and practices safer recruitment standards and expects all staff to share the commitment to safeguarding children and people with care and support needs.
The successful applicants will be required to provide proof of eligibility to work in the UK. Please note that at this time, we're unable to accept applications from candidates who require visa/work permit sponsorship. We appreciate your understanding and we welcome applications from all candidates who are eligible to work in the UK without sponsorship.
Estuary is Inclusive
At Estuary, we're committed to embedding equality and diversity at the heart of our work. We aim to be an inclusive organisation, where individual differences are respected, where staff, people who use services, as well as their families and carers, are treated with dignity and on the basis of their merits, abilities and needs, and where everyone has a fair opportunity to fulfil their potential without suffering discrimination or disadvantage.
We always strive to recruit the person most suited to the job, and we welcome applications from people of all backgrounds.
Anonymous Shortlisting
To further support our aim to be an inclusive employer, we use specific software to remove all person-identifiable information from CVs, including name and dates of employment/education, also date of birth, age and gender where a candidate has included these details in their CV. Your personal details will only be made available to hiring managers if you are selected for interview.
Estuary is Disability Confident
We're also a certified Disability Confident Employer, which means we are committed to employing people with disabilities, and that we will:
* Actively seek to attract and recruit people with disabilities
* Provide a fully inclusive and accessible recruitment process
* Offer a guaranteed interview to applicants with disabilities who meet the minimum criteria for the vacancy
* Be flexible with our assessment process to ensure applicants with disabilities have the best opportunity to demonstrate their ability to do the job
* Make reasonable adjustments to support people with disabilities as needed.
Accessibility
If you are unable to use the online process to apply, please call us on 0300 3045000 to request an application pack in an alternative format.