Job Description
Complaints Officer
About the Company:
Reliance Social Housing C.I.C is a not-for-profit registered provider of social housing, regulated by the Regulator of Social Housing. Registered in 2013, Reliance has expanded and innovated, providing both temporary and general needs accommodation to the people who most need it.
A great opportunity for an experienced individual looking to be involved in a successful, dedicated and growing social housing organisation which is focused on "making a positive difference".
The Role:
A successful candidate will be fair, empathetic and solution focused. They will remain calm and professional under pressure, ensuring complaints are resolved promptly and fairly while keeping residents updated throughout the process and ensuring the accurate logging of cases. Cases will be dealt with in line with Reliance's complaints policy and in line with the Housing Ombudsman's Complaint Handling Code.
They will also ensure adherence to UK GDPR and Data Protection when dealing with queries from third party organisations.
Key elements of the role:
* Ensuring all complaints are solved in compliance with the company policy and Housing Ombudsman code
* Identify and escalate any safeguarding concerns
* To answer complaints swiftly and professionally, escalating them when appropriate
* Answer any questions and queries from all stakeholders.
* Tailors communication method and style to ensure the complainant feels comfortable in sharing information.
* Is articulate and communicates promptly and clearly.
* Listens actively and checks for clarification and mutual understanding.
* Shows respect and empathy for others viewpoint.
* Works hard to build and maintain networks that provide mutual benefit and support.
* Ability to identify learning outcomes.
* Capability to report and develop on any learning outcomes.
* Act as the first point of contact for escalated complaints, managing them in a timely, professional, and empathetic manner.
* Investigate complaints thoroughly by gathering information from relevant departments, systems, and stakeholders.
* Assess and evaluate complaints objectively to determine root causes, appropriate resolutions, and preventative measures.
* Draft clear, accurate, and customer-focused responses (written and verbal) that comply with regulatory and company standards.
* Ensure all complaints are logged, tracked, and updated within the internal complaints management system.
* Escalate complex or high-risk cases to senior management or regulatory bodies where necessary.
* Maintain up-to-date knowledge of relevant legislation, compliance requirements, and industry best practice in complaints handling.
* Work with internal teams to recommend and implement service improvements based on complaint trends and analysis.
* Provide management with regular reports, including complaint volumes, categories, resolution times, and outcomes.
* Support audits, regulatory inspections, or quality assurance reviews relating to complaints handling.
* Deliver training or guidance to staff on effective complaint handling and customer service practices.
* Uphold confidentiality, data protection, and ethical standards at all times.
Person Specification:
* Excellent time management skills
* Exceptional interpersonal and communication skills
* Able to work under their own initiative
* Experience in customer service
* Experience in working complex human centred issues
* Good organisational skills
* Able to use Microsoft office products to a high standard
* Have good interpersonal skills and can build rapport with multiple agencies
· Attention to detail combined with the ability to communicate accurately and clearly.
· Strong data entry skills.
· Good understanding and practical working knowledge of Microsoft Office.
· Competent with I.T systems
· Motivated team player with excellent interpersonal skills critical in a 'people' business
Key Responsibilities:
· Ensure fair, consistent, and timely resolution of all complaints in line with company policy and regulatory obligations.
· Promote a customer-centric culture by treating complainants with respect, empathy, and transparency.
· Contribute to continuous improvement by identifying systemic issues and recommending corrective actions.
· Maintain accurate and compliant records for audit, reporting, and regulatory purposes.
· Meet or exceed key performance indicators (KPIs), such as resolution times and customer satisfaction scores.
Experience:
· Customer service/ complaints experience (1 year minimum)
· Data entry (1 year minimum)
The Reward:
We strive to be an excellent employer, providing stimulating objectives within a supportive, open and honest culture.
For the right individual we have good opportunities for further training, development and career progression.
How to Apply:
If you are striving for a career in the not-for-profit sector within a dynamic and growing organisation, please apply online.
Job title: Complaints Officer
Location: Birmingham, Office based
Salary range: From £24,000.00 per annum
Contract type: Permanent
Hours: Full time, 37.5 hours per week
Reporting to: Tenant and Support Services Manager
Job Types: Full-time, Permanent
Pay: From £24,000.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Casual dress
* Company events
* Company pension
* Free parking
* On-site gym
* On-site parking
Experience:
* Customer service: 1 year (preferred)
Work Location: In person