We are recruiting a Customer Experience Complaints Assistant to join us on a permanent basis. This is a key role within the business, providing support to internal colleagues to ensure all complaints activity is handled efficiently and complies with regulatory requirements.
About us
We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.
This year we’ve launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we’ve worked with colleagues and customers to find out what’s important to them. Our customers sit at the heart of what we do, and our colleagues are the people who’ll help us achieve our vision, which is to create the best customer experience to improve everyday lives.
Duties include:
* Work closely with internal colleagues to provide support in recording, investigating, resolving, and responding to complaints, ensuring all complaints activity is handled efficiently and managed in a timely basis and is compliant with regulatory requirements.
* Understand the drivers of complaints to reduce complaints and enhance the customer experience.
* Be compliant to with the Housing Ombudsman Complaint Handling Code.
* Follow good practice in place that will allow us to respond to complaints, promptly, effectively, and fairly. Keeping up to date with regulatory changes.
* Manage, administer, and record accurate data in relation to all Incommunities customer experience, compliments, and complaints.
* Capture customer feedback in relation to customer experience, complaints, and compliments.
* Deal with all complaints and escalations, providing advice, assistance and guidance to complaint handlers.
* Ensure that customers are responded to within SLA’s and kept updated within agreed time scales.
* Identify and provide insight into the root causes of complaints, to improve the process and develop best practice to assist in continuous improvement across the organisation.
* Embed a positive complaint handling culture.
* Previous administrative and customer service experience
* Ability to work as part of a team and meet deadlines
* Assertive, confident, and capable of dealing with customer objections
* Experience of working with customers and complainants
* Good knowledge of office IT systems, e.g. Excel, Word, and PowerPoint, Dashboards and able to interpret data
* Can maintain a professional manner while dealing with customer complaints
* Able to interpret, understand and adhere to policy and legislation
* Ability to quickly build rapport with different customer personalities/types
A basic DBS (Disclosure and Barring Service) check will be required for the successful candidate as part of the pre-employment process -Criminal Conviction Checks
* Starting salary of £26,691 rising to £28,411 per year
* Social Housing Pension Scheme
* 28 days annual leave that increases with service plus bank holidays
* Option to buy and sell annual leave
* Training, development, and qualification opportunities
* Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
* Corporate health scheme membership
* Agile and hybrid working - 2 days per week in the office (BD17 7BN)
* Access to an Employee Assistance Programme
* Cycle to work scheme
* Local gym membership discounts.
* A team of trained Mental Health First Aiders who are available for colleagues to contact for support
Join Our Team!
We’re looking for great people to join us! AtIncommunities, we’re committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know thatdiverse perspectives make us stronger.
Based inBradford, a city known for its rich cultural diversity, we servevibrant communities. As a social housing provider, we’re passionate about making a real difference by providingsafe, affordable homesandimproving lives.
Our recruitment process is designed tosupport you every step of the way. If you need any adjustments or assistance, just let us know.
We’re proud to be aMindful Employer, committed to mental health and wellbeing. We also hold the‘Committed’ Menopause Friendly Accreditation, recognising the importance of support in the workplace.
Apply early!We review applications as they come in and may close the advert before the deadline.
Ready to make an impact?Come work with us!
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