Complaints and Customer Feedback Coordinator

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.

You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.

We are looking for a Complaints and Customer Feedback Co-ordinator to to provide effective and timely co-ordination, management and monitoring of all complaints, customer feedback, Housing Ombudsman referrals and MP/ME enquiries.

Applicants must have excellent organisational, written, verbal and communication skills complimented with a positive attitude, be customer focused and empathetic to customer needs and diversity.

You will be a highly motivated person who can match our ambition for the organisation. So, you will be someone who has a positive, can-do attitude with a professional, pro-active approach that lives our corporate values and is proficient at building effective working relationships with colleagues, customers and all relevant stakeholders/regulatory bodies.

Your duties will include but not be limited to:

• Dealing with customers or members of the public empathically who may be unhappy, difficult or dissatisfied with the service they have received and be willing to actively listen and broker a satisfactory resolution.
• Providing guidance, coaching and training to colleagues on matters relating to complaints handling and regulatory legislation/guidance.
• Being well organised and accurate - Be data driven, detailed in approach and have good analytical, organisational and report writing skills.
• Undertaking detailed administration duties using IT systems, spreadsheets, regulatory returns, self-assessments and complaints tracking/improvement tools.
• Being IT proficient including intermediate level use of MS Office applications.
• Monitoring trends in complaints best practice and survey feedback to collate 'lessons learned sessions' which lead to service improvements.
• Identifying continuous improvement initiatives from reviewing and analysing performance analytics and data.
• Contributing to improving digital engagement and new customer portal for reporting complaints and customer feedback.
• Being an advocate for best practice, innovation and continuous improvement based on analysing and improving the customer journey across all channels.

• Working with the Communications teams to promote success stories and service improvement through lessons learned.

• Being an effective team player with excellent communication skills to support correspondence with customers, report writing and statistical work.

Knowledge, Skills and Experience

• GCSE level qualifications or higher (essential) or equivalent in Maths and English.
• At least 3 years work experience gained in a customer focused field.
• Experience of dealing with challenging customers and providing excellent customer service under pressure.
• Ability to resolve often complex cases and collaborate with colleagues to achieve customer focused outcomes
• Well organised, ability to plan and manage own time effectively whilst meeting deadlines.
• Knowledge of industry compliance, legislation and guidance relating to complaints.

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.

Our benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays.
• Subsidised Health and Wellbeing Membership.
• Simply Health - help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme - including free legal, financial and counselling advice.
• Pension - up to 10% employer contribution.

Please note only shortlisted candidates will be contacted.

CLOSING DATE: Monday 29th April 2024

INTERVIEWS: TBC

Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.

GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community.