Position
Complaints Resolution Lead – Sittingbourne – Contract
Salary: £20.60 per hour PAYE or £26.86 per hour limited paid via umbrella company inside IR35.
About the Role
Reporting to the Complaints Resolution Manager you will be responsible for resolving customer complaints. You'll deliver a great complaints experience in line with regulatory standards. As a Complaint Lead you will play a key role in identifying and sharing learning opportunities for service improvement.
Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option. The location: You'll be based at one of our main offices in either Farringdon, Croydon, Isle of Wight, Maidstone or Sittingbourne, with the option for working in a hybrid way when appropriate and as agreed with your manager.
Key Responsibilities
* Deliver a great complaints experience in line with the Housing Ombudsman’s and regulatory code.
* Provide a customer-focused responsive service for residents/customers you assist with a complaint.
* Review, investigate, and respond to all concerns raised in a way that is positive and helpful, maximising early resolution of issues, minimising further problems for customers, and keeping customers always updated.
* Handle all aspects including service requests, stage one and two complaints, Housing Ombudsman cases, MP and Counsellor Enquiries.
* Manage customer expectations in relation to policy and procedural matters in a non-confrontational and customer-focused manner, offering alternative wherever possible.
* Tailor actions and responses to meet the diverse needs of residents/customers.
* Draft accurate and thorough responses to the Housing Ombudsman Service.
* Accurately record all customer contacts, complaint details, actions and learning points on management systems (for example Customer Relationship Management System).
* Assist residents/customers in a way that complies with relevant regulatory and legislative requirements including those regarding data protection, health and safety, equalities and diversity and safeguarding, applying learning from relevant training and minimising risk.
* Build and maintain relationships with colleagues.
* Provide effective information and advice to enable teams to resolve complaints effectively.
* Ensure internal stakeholder satisfaction with the service.
* Attend regular performance and liaison meetings with operational teams.
* Develop good working relationships, attend, and present at team meetings, share lessons learnt.
* Support teams to identify and complete follow up actions and share feedback to improve service.
* Complete follow up actions in a timely and high-quality way, in line with agreements.
* Calculate and ensure payments are processed for compensation in line with policy.
* Monitor complaint Key Performance indicators (KPI) related to your role.
* Assist some customers on an ongoing basis, beyond the resolution of issues, where a need for this is identified including becoming the main point of contact where appropriate.
* Act collaboratively to ensure lessons are learnt from complaints.
Skills and Knowledge
* Excellent customer service skills and ability to show empathy to residents/customers.
* Excellent communication and interpersonal skills.
* Excellent organisational skills.
* Ability to effectively manage customer communications and expectations.
* High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels.
* Ability to communicate complex information concisely in a customer-friendly way.
* Ability to identify and evaluate problems effectively to reach a solution.
* Ability to quickly learn new skills and learn about different services and legislation.
* Ability to use supporting IT systems and follow process accurately and in a timely manner.
* Ability to tailor assistance for customers who need this including those that are vulnerable, have English as a second language and/or are facing difficult circumstances.
* Ability to analyse data to identify trends and priorities.
* Ability to work with minimal supervision and confident using own initiative.
* Ability to work within legislative, regulatory, and best practice requirements including those regarding health and safety and data protection.
* Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required.
* Effective technology skills and preferably experience of using systems such as Customer Relationship Management.
* Ability to effectively manage risk and quality assurance.
Equal Opportunities
Colbern Limited along with our clients are an equal opportunities employer.
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