Complaint Handler

My client is seeking a Complaints Assistant to join their busy and ambitious team, dedicated to delivering organisational change through customer insight, service design, data analysis, and change management. This role is pivotal in ensuring the effective investigation and resolution of complaints within our target service level agreements and requires a professional with a strong focus on customer satisfaction and process improvement.

• Work closely with key managers to ensure effective investigation and resolution of complaints within target service level agreements.
• Take on the role of investigator for a number of complaints when required.
• Collaborate with Assistant Directors, Service Managers, and the Customer Experience team to ensure all complaints are investigated and resolved appropriately.
• Ensure customers receive high-quality responses by reviewing Complaint Handler drafts before they are sent.
• Assist managers and investigators in maintaining accurate records of complaint investigations and responses in core systems.
• Engage with different business areas to facilitate timely and accurate information for complaint resolution.
• Strive to meet targets around resolving complaints and highlight any issues or risks to key managers.
• Compile responses to Housing Ombudsman queries in coordination with the Customer Experience Coordinator.
• Manage workload effectively to meet targets and communicate with local Councillors and MPs to assist constituents.
• Support with Customer Satisfaction Surveys if required and stay updated with changes from the Housing Ombudsman, particularly the Complaint Handling Code.
• Communicate with customers via email, letter, and phone to gather information, request evidence, negotiate response dates, and handle objections.

• Excellent communication skills with the ability to adapt to a diverse range of colleagues and customers.
• Experience in a customer-facing role with a focus on handling complaints.
• Strong organisational and digital skills.
• Flexibility to work both independently and as part of a team.
• Excellent interpersonal skills.