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As a leading Housing Association, we take pride in ensuring that our customers receive the highest level of customer service. To support us to achieve this aim, we’re now seeking a Complaints Officer (known internally as a Customer Experience Officer) to join our brilliant Customer Experience team!
We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).
As a Complaints Officer, you’ll contribute to us achieving a consistently strong tenant satisfaction rating through effective investigation and resolution of complaints, in line with regulatory requirements, policy and procedures and service standards.
As an individual driven by achieving the best possible services for our tenants, you’ll be responsible for investigating any complaint that escalates from the informal stage of our complaints process, liaising directly with internal business stakeholders to identify root cause and ensuring that the complaint is resolved in a timely and efficient manner. Communication is vital to providing a great customer experience. You will be responsible for writing high-quality complex letters to customers, outlining the actions taken to resolve their complaint.
Our ideal candidate? The role would suit a resilient and resolution focussed person who is passionate about delivering a positive complaints service, whilst implementing service improvements to prevent future complaints. You’ll also have the following experience/ skills:
* Demonstrable experience in a complaints handling role in a Housing environment.
* Experience of managing a caseload of Housing related complaints.
* Experience of liaising directly with tenants and stakeholders throughout the complaints management process, with experience of challenging and defending opinions.
* Ability to produce letters and reports to a high standard.
* Ability to manage and adapt to changing and often conflicting priorities.
As a Smart Working organisation, you can expect to a balance of working from the office and from home – typically, you’ll be working from the office 3 days per week and 2 days per week from home.
Who is Midland Heart? We're one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you'll find a supportive and rewarding workplace where great people thrive.
Interested? Click on "Candidate Information" below for a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and provide responses to an application question or two, showing us that you have what it takes to make a success of the role!
Applications close at midnight on Sunday 15th June 25. Please note, we reserve the right to close the application process earlier than the advertised closing date based on the volume/quality of applications received.
Suitable candidates will be contacted promptly to take part in an assessment/interview onsite at our Birmingham, Bath Row office on Wednesday 25th June 25 – we think assessments should enable candidates to show us what they can do, which is why we’ll ask you to take part in a competency-based interview, a short roleplay and a letter writing task. Full details will be shared in the assessment invite!
We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Other
* Industries
Non-profit Organizations, Housing Programs, and Housing and Community Development
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