Here at Stonewater, we are now looking for a Customer Complaints Officer - HOS to join our Customer Relations Team, which delivers our customer complaints service and manages our relationship with the Housing Ombudsman Service (HOS)
As our Customer Complaints Officer -HOS, you will be crucial in helping us to us to improve the customer experience for all of our customers. You’ll also help us with supporting the effective management of Housing Ombudsman Service cases, investigations and complex complaints. You’ll follow the Housing Ombudsman Service’s Complaint Handling Code, ensuring we meet deadlines for acknowledging and responding to their enquiries.
To be successful in this role, you will be an excellent relationship builder - both internally and externally. You will be able to understand and respond appropriately to incoming Housing Ombudsman Service enquiries to ensure we provide information and follow up on cases promptly. A passion for customer service, showing sophisticated influencing and negotiation skills. You will be responsive to changing customer needs and be compassionate, managing challenging conversations with customers.
The ideal candidate will:
1. Have proven customer service experience and have a genuine passion for social housing.
2. Have experience of complaint handling in social housing, including investigating and responding to complex complaints
3. Demonstrate an understanding of the Hous...