Role Summary:
To investigate and resolve complaints raised by residents and other customers, ensuring fair and timely resolutions in compliance with TCH’s Complaints Policy and the Housing Ombudsman Complaint Handling Code. The role is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents and other customers.
To support the complaints handling process, by supporting colleagues to resolve complaints and meet performance targets with the aim of achieving high levels of customer satisfaction with all service areas.
The focus of this role will be on handling complaints escalated to Stage 2 of our complaints process, however some involvement with supporting the stage 1 process will also be required.
To assist with providing assurance that complaints handling, and other information and communication is compliant with all relevant legislation and regulation and with TCH policy and procedure and reflective of our values.
To support the organisation to work with residents and other customers, gathering and using feedback from complaints and understanding residents’ priorities to continuously improve services.
Salary: £33,838
Contract: 18 months FTC
Based: Tunbridge Wells OR Epsom
Hybrid Requirement: Mininum 2 days in the office
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