Complaints and Quality Assurance Officer

Do you have experience of dealing with complaints and finding solutions to these?

Due to an internal expansion to a department, a new job opportunity has come available.

Reed have partnered with a charitable housing association based in the East of Bristol, recruiting for an experienced Complaints Handler and Quality Assurance Officer on a full time, permanent basis.

The customers that you would be looking after, will be within the Bristol, Swindon and Bath area.

Hours: 37 hour working week, Monday – Friday, flexible on when you do these hours between 7 and 6 (7-3, 8-4, 9-5, 10-6 for example).

Hybrid working: Again, flexible on this. Requirement to be in for 3 days at least for the first couple of weeks of training/inductions/onboarding

Role:

Provide a customer-focused and quality service in support of a robust Customer Feedback service, including timely coordination of complaints.

Duties:

Ensure the effective logging of complaints, tracking of responses and escalations, recording outcomes and collating the required information to deliver an effective complaints handling service back to customers

Utilise IT systems to capture the complaints process, ensuring all information is tracked and logged

Ensure all learning from complaints and customer comments & suggestions is agreed, captured and reported

Liaise with teams across the business to drive an effective query resolution first approach

Act on current trends and improve the end-to-end customer experience and to cut down on time taken to respond to complaints and resolve

Produce performance data in terms of complaints management in line with the complaints policy and the Ombudsman guidance

Produce a holistic overview of what customers are experiencing using insight from a variety of sources (Systems, customer feedback, colleague feedback, social media and quality assurance checks)

Support with quality assurance checks to ensure delivering excellent quality to anyone who contacts the Team through various customer channels

Monitor external good practice and make suggestions as to how this can be incorporated into their processes

Attend meetings, events and consultations when appropriate and as required to support resident involvement and community development

Requirements:

Complaints handling experience

Strong administrative experience

Customer focused

Ability to show empathy and deal with customers in stressful situations

Experience of utilising data systems, processing data and updating records

Strong written and numerical skills

Benefits:

30 days holiday, plus bank holidays, plus the ability to purchase up to five additional days of annual leave

One volunteering day each year

Flexible work style

Free immunisations

Free eye tests

Free fruit in our offices

Cycle to work scheme

Employee Assistance Programme

Mental health first aiders

Gain skills and qualifications through their very own University

Paid professional memberships

£700 flexi benefit that can be used towards anything that improves your health and wellbeing e.g. breaks away, treatments, counselling, fitness activities insurance, family activities

6.16% pension contribution, plus life insurance

Employee interest free loan of up to £1000

Company sick pay of up to 14 weeks full pay plus 14 weeks half pay

Independent financial advice

STAR recognition awards