Job Description
About the Role:
We are seeking a highly skilled Customer Care & Complaints Officer with exceptional customer service abilities to join our team. Acting as the first point of contact for tenants and leaseholders, you will handle comments, compliments, and complaints regarding the Council’s Landlord Service.
Key Responsibilities:
* Serve as the initial contact for customer feedback, ensuring a professional and empathetic approach.
* Manage and investigate Stage 1 complaints, delivering timely and appropriate responses.
* Support the Team Manager with Stage 2 complaint handling.
* Collaborate with service teams to enhance customer care and improve service quality.
* Ensure compliance with the Housing Ombudsman’s Complaints Handling Code.
Requirements:
* Proven experience in complaint handling and customer service.
* Strong communication and problem-solving skills.
* Ability to work independently and manage multiple priorities.
* Knowledge of housing services and relevant regulations is desirable