We are committed to providing excellent customer service and ensuring that our customers’ voices are heard. Our complaints service is built on a culture of trust, transparency, and respect.
This is an exciting opportunity for someone passionate about resolving issues and improving services for our residents to join our dedicated team. As a Complaints Officer, you will play a pivotal role in handling and resolving customer complaints. Working with colleagues from across the business, you will ensure that all complaints are investigated promptly, fairly, and thoroughly, and that a satisfactory resolution is achieved in line with our policies and values.
The role requires you to:
* Maintain accurate records of complaints, responses, and outcomes and be able to identify trends and actionable insights for the business.
* Respond to complaints professionally and provide clear, concise responses to customers regarding their concerns.
* Ensure full compliance with the Housing Ombudsman’s Complaint Handling Code.
* Provide expert advice and guidance to the business where required and work collaboratively with them to resolve issues and improve service delivery.
You will have:
* An excellent knowledge of the Complaint Handling Code.
* Experience in implementing learning and best practice from the HOS.
* The ability to manage multiple cases and priorities.
* Strong investigative and problem-solving skills.
* Proven ability of complaint handling in a highly regulated environment.
* Excellent customer service and communication skills.