Senior Complaints Officer

• Job Type: Full-time
• Location: Eastleigh
• Salary: £32,682

We are seeking a dedicated Complaints Officer to join our team, focusing on investigating final stage complaints and delivering fair and objective resolutions. You will be an excellent communicator, adept at building relationships with various stakeholders, and possess strong problem-solving skills. As an ambassador for our customer-first approach, you will play a key role in enhancing our customer experience and service delivery.

• Investigate final stage (Stage 2) complaints, ensuring a fair and objective decision-making process.
• Communicate outcomes to customers, colleagues, and stakeholders in a clear and concise manner.
• Build effective working relationships with other departments, the Housing Ombudsman, contractors, and local councils.
• Handle communications via phone and in writing, addressing issues and providing solutions.
• Produce investigation packs for the Housing Ombudsman Service when requested.
• Champion our customer-first approach throughout the complaint journey, contributing to continuous improvement in customer experience.

• Proven experience in complaint handling or a similar role.
• Exceptional communication and relationship-building skills.
• Strong problem-solving abilities with a proactive approach to finding solutions.
• Ability to work independently and as part of a dynamic team.
• Commitment to delivering excellent customer service and improving service delivery.

• Competitive salary.
• Opportunities for professional development and growth within the organisation.
• Being part of a team committed to making a positive impact on communities and customers.

To apply for the Complaints Officer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.