Position
Complaints Resolution Lead (3 months ongoing, £26.86 per hour)
Location
Based at one of our main offices in Farringdon, Croydon, Isle of Wight, Maidstone or Sittingbourne, with the option for hybrid working as agreed with manager.
Responsibilities
* Deliver a great complaints experience in line with the Housing Ombudsman’s and regulatory code.
* Provide a customer‑focused responsive service for residents/customers you assist with a complaint. Review, investigate, and respond to all concerns raised in a positive and helpful way, maximising early resolution, minimising further problems, and keeping customers updated.
* Handle all aspects including service requests, stage one and two complaints, Housing Ombudsman cases, MP and counsellor enquiries.
* Manage customer expectations regarding policy and procedural matters in a non‑confrontational, customer‑focused manner, offering alternatives wherever possible.
* Tailor actions and responses to meet the diverse needs of residents/customers.
* Draft accurate and thorough responses to the Housing Ombudsman Service.
* Accurately record all customer contacts, complaint details, actions and learning points on management systems (e.g., Customer Relationship Management System).
* Assist residents/customers in a way that complies with relevant regulatory and legislative requirements including data protection, health & safety, equalities, diversity and safeguarding, applying learning from relevant training and minimising risk.
* Build and maintain relationships with colleagues.
* Provide effective information and advice to enable teams to resolve complaints efficiently.
* Ensure internal stakeholder satisfaction with the service and attend regular performance and liaison meetings with operational teams.
* Develop good working relationships, attend and present at team meetings, and share lessons learned.
* Support teams to identify and complete follow‑up actions and share feedback to improve service.
* Complete follow‑up actions in a timely and high‑quality manner, in line with agreements.
* Calculate and ensure payments are processed for compensation in line with policy.
* Monitor complaint key performance indicators (KPIs) related to the role.
* Assist some customers on an ongoing basis beyond the resolution of issues where a need is identified, potentially becoming the main point of contact where appropriate.
* Act collaboratively to ensure lessons are learnt from complaints.
Experience
Assisting customers with a range of enquiries across different channels (email, telephone) in a busy customer‑facing environment.
Equal Opportunity
Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.
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