Complaints Lead - Housing

 My client, a social housing provider, seek experienced Complaints Officers to manage their own case loads this is an immediate start ongoing temp booking.

Role purpose:

To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams within business to deliver effective, customer focussed outcomes to complaints.

To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.

Key results:

To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.

To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement

Working collaboratively with all colleagues within business and our contract counterparts to ensure effective customer focussed outcomes.

Providing accurate and timely responses to complaints following comprehensive investigations

To ensure that all complaint record keeping is accurate and updated regularly.

To ensure that all KPI and Service Levels Agreements are met.

Providing excellent and timely communication to our customers at all times

Successful candidate:

You will be: 

• Collaborative in your approach to working across teams from different service areas  

• Exceptional at organisationing your time to ensure work is delaivered within deadlines 

• A good analytical and lateral thinker 

• Empathathetic and focused on delivering an excellent service to our customers, tenacity, resilience and focus in the face of adversity or challenge 

You will have: 

• Experience dealing with customer complaints 

• Sound customer service knowledge with relevant experience preferably within a housing environment 

• Good communication skills in writing or oral 

• Tenacity, resilience and focus in the face of a problem or challenge 

Hybrid - 2 days per week - London SE1, Ealing or Pitsea

Immediate start

Ongoing temp booking

£17.58 per hour PAYE