Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in Merseyside. The role is on an initial 3-month temporary contract, likely to be extended. The hourly rate is £22.45 per hour and office attendance is required 5 days per week for initial training, moving to a hybrid pattern of 3 days in office, and 2 days from home.
The role:
1. Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation, primarily repairs
2. Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
3. Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
4. Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
5. Ensure all actions and interventions are recorded within the Case Management System
What you need:
6. Experience of working in complaint handling, preferably within social housing or a similar environment
7. Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
8. Good verbal and written communication skills