Stage 1 Housing Complaints Handler

Title: Stage 1 Housing Complaints Advisor

Contract Type: 12 month FTC

Hours: Full time, 37.5 hours per week, Mon - Fri 9am - 5pm

Remote working (may need to go into the office occasionally)

Salary: £26,000 - £28,500

Do you have 12 months+ experience of managing a caseload of housing complaints at stage 1?

Are you looking to join a social housing organisation where vulnerable and Anti-Social Behaviour calls are at a minimum and customers are generally nice to deal with?

 If so, we may have the perfect new opportunity for you!

Stage 1 Complaints Handler:

In this role, you will balance your time speaking with customers over the telephone to understand the reason the customer wants to raise a complaint. You will conduct thorough and impartial investigations of each case and produce excellent written resolutions and award compensation as required.

To be successful in this role, you will need to be caring, understanding, empathetic and be able to produce written reports to a very high standard, including a full review of your investigation. You need to have a confident approach in reviewing complaints and liaising with other internal  business areas. Therefore, strong and effective communication skills are essential! 

Responsibilities as a Stage 1 Complaints Handler:

• Managing own caseload
• Conducting impartial investigations/ reviewing stage 1 decisions
• Working within response deadlines and adhering to team SLA's/ KPI's
• Liaising with customers to gather relevant information and ensure it's update accurately internally
• Formulate responses via telephone and email (both bespoke letters and templates)
• Challenge decisions of internal departments
• Calculating compensation in line company procedures
• Ensuring information is documented and systems are updated

Key skills and experience of a Stage 1 Complaints Handler:

• Strong customer service and complaint handing experience
• Excellent written and verbal communication
• Inquisitive and investigative nature
• Critical thinker and ability to use own initiative

Excellent company benefits on offer.