Housing Complaints / Resolutions Officer Role
Repairs investigation and written formal complaint responses
Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries
Hybrid Working Perm Role - 1 /2 days a week in the office
We have a fantastic new job opportunity for a Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills.
Working as the Complaints Investigator / Escalation Caseworker you will be part of a dedicated Complaints division and will be tasked with investigating and resolving all Stage 2 complaints, in a fair & impartial manner.
As the Stage 2 Complaints Investigator / Escalation Caseworker you will have a sound understanding of the regulatory timescales, and deadlines, associated with complex complaint resolution, and will be required to take case ownership (until resolution) and conduct a comprehensive investigation, using all available information and documentation, including leading case reviews of the complaint process at Stage 1.
DUTIES
Your duties as a Stage 2 Complaints Investigator / Escalation Caseworker will include:
Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to the service standards and meeting the diverse needs of the customer
Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, understanding that Stage 2 is the final stage for resolution
Acknowledge and resolve complaints by leading on high quality responses
Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progressKey skills:
Handling large case loads
Liaising with Solicitors/Contractor's
Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.
Take responsibility for your own learning and development
Excellent PC skills including Microsoft Word and Excel
Excellent verbal and writing skills