1. 2 / 3 month temporary role offering possibility for extension.
2. Immediate start.
About Our Client
The employer is a well-established not-for-profit organisation dedicated to providing essential services to the community. They are a medium-sized organisation focused on delivering high-quality customer service and ensuring a positive impact on the people they serve.
Job Description
3. Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation, primarily repairs
4. Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout the complaint journey.
5. Triage complaints and chase for updates internally for the customer.
6. Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate and within agreed SLA's.
7. Record all elements of the complaint within CRM system.
The Successful Applicant
A successful Complaints Officer should have:
8. Proven experience in a customer service or complaints handling role, preferably within housing.
9. Strong written and verbal communication skills.
10. Excellent problem-solving and decision-making abilities.
11. Attention to detail and strong organisational skills.
12. Ability to manage sensitive situations with professionalism and empathy.
13. Proficiency with standard office software and customer management systems.
What's on Offer
14. Immediate start.
15. A temporary position within a reputable not-for-profit organisation in St. Helens.
16. Opportunities to enhance your skills in customer service and complaints handling.
17. A supportive and collaborative work environment.
18. Hybrid working after training (3 days at home, 2 days in office).