Job Title: Complaints Handler
Contract Type: Permanent
Salary: £37,070 per annum
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
Location: London / Hybrid
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and cover letter. Riverside recruits based on potential, not just skills and experience, so we encourage applications even if you don't meet all the essential criteria.
The difference you will make as Complaints Handler
In this role, you will manage a caseload of service requests and complaints, ensuring effective early resolution for our customers in line with policies, processes, standards, time scales, and targets using our CRM system, Salesforce. You will handle complaints from all business areas to ensure they are responded to and fully investigated within the required timeframes and in accordance with internal and external processes. Ideally, you will work closely with the service improvement team and heads of service to ensure best practices and optimal customer experience.
About You
We are looking for someone with:
* An empathic approach to dealing with customers.
* Strong analytical and investigation skills.
* Excellent planning and organizational skills.
* The ability to work independently.
* Excellent interpersonal and communication skills, with a focus on plain English.
* Dispute resolution skills and the ability to listen effectively and resolve issues.
* A proactive, solutions-driven, and innovative mindset.
* An awareness of the risks associated with poor complaints management.
* Effective stakeholder management skills, both internally and externally.
Why Riverside?
We’re a housing association with a difference—revitalizing neighborhoods and supporting communities by providing homes for over 90 years. Our portfolio includes over 75,000 affordable homes across the UK, ranging from homelessness services to social care, employment support, and retirement living. We seek the best people to join us.
Working With Us, You’ll Enjoy
* Competitive pay & generous pension
* 28 days holidays plus bank holidays
* Flexible working options
* Investment in your learning and development
* A wide range of benefits
Diversity and Inclusion
We value diversity and foster an inclusive workplace where all individuals are respected and empowered. Our commitment includes a guaranteed interview scheme for ethnically diverse candidates who meet the role's minimum criteria.
Role Profile
Job Purpose
* Provide professional, responsive feedback and complaint resolution with empathy.
* Deliver a customer-centered approach to feedback and complaints.
* Handle customer problems independently.
* Conduct thorough investigations into feedback and complaints.
* Ensure investigations comply with policies and procedures.
* Develop insights into customer feedback to identify improvement areas.
* Collaborate with service heads to improve services based on feedback.
Responsibilities
* Manage a caseload of service requests and complaints, ensuring timely resolution using Salesforce.
* Investigate complaints thoroughly, demonstrating empathy and understanding.
* Respond to and investigate complaints within set timeframes.
* Work with the service improvement team and heads of service for best practices.
* Identify and escalate serious concerns or risks, including health & safety or data protection issues.
* Promote awareness of the complaints procedure across the organization and to customers.
* Support stage 2 complaints resolution.
* Disseminate learning outcomes to colleagues and customers.
* Maintain accurate records in CRM.
* Facilitate complaint meetings and resolution processes.
* Build relationships with colleagues to foster service improvements.
* Share best practices and learnings across the team.
* Triage incoming complaints and assign them appropriately.
Person Specification
Essential
* Empathic customer approach
* Strong analytical and investigation skills
* Excellent planning and organizational skills
* Ability to work independently
* Effective communication skills in plain English
* Dispute resolution skills
* Proactive and solutions-oriented mindset
* Awareness of risks in complaints management
* Stakeholder management skills
* Ability to remain calm under pressure
* Team player with flexibility
* Results-driven with analytical skills
* Proficiency in Microsoft Office
Desirable
* Knowledge of Housing sector
* Knowledge of Housing Ombudsman’s complaint handling code
* Experience in a complaints resolution team
* Experience in service improvement based on feedback
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