Permanent, Full time
The Complaints Resolution Officer is responsible for managing and resolving customer complaints in a timely, fair, and effective manner. This role involves investigating issues, liaising with internal teams, and ensuring that responses are aligned with regulatory standards and bpha’s commitment to excellent customer service. The officer will play a key role in identifying service improvements and promoting a culture of learning and accountability across the organisation.
Key Responsibilities
* Investigate and resolve customer complaints in accordance with bpha’s policies and the Housing Ombudsman’s Complaint Handling Code.
* Draft clear, comprehensive, and empathetic complaint responses.
* Liaise with internal departments to gather information and ensure timely resolution of complaints.
* Maintain accurate records of complaints and outcomes.
* Identify trends and recurring issues to inform service improvements.
* Support the development and implementation of best practices in complaint handling.
* Provide feedback and training to staff on complaint resolution processes.
* Ensure compliance with data protection and confidentiality requirements.
* Represent bpha in external complaint investigations and reviews.
Requirements
* Proven experience in complaint handling, customer service, or a related field.
* Strong written and verbal communication skills.
* Excellent analytical and problem-solving abilities.
* Ability to manage sensitive issues with discretion and professionalism.
* Knowledge of housing sector regulations and the Housing Ombudsman’s Complaint Handling Code
* Proficiency in Microsoft Office and case management systems.
* Ability to work independently and collaboratively across teams.
* Commitment to continuous improvement and customer satisfaction.