Complaints Officer
Monday - Friday 9am-5pm, permanent (35 hours per week)
Salary - £24,675 - £25,908 Annual salary
Location - Sale
Hybrid Role!
Do you thrive in a fast-paced environment and work well under pressure?
Are you looking to Progress and take your career further?
Complaints Officer Role:
As a Complaints Officer, you will be responsible for reviewing and responding to complex Stage 1 complaints in line with the Housing Ombudsman Complaint Handling Code. The role involves managing a case load of ongoing complaints through to resolution, supporting our residents and colleagues across the business. The aim is to provide the customer with the best outcome that resolves the complaint.
We continually strive to provide first class service to our customers, who are at the heart of what we do, and we are committed to making the right decisions with complaints.
In this role, you will advocate for our residents, communicating with customers via telephone and email to understand their concerns, why they are dissatisfied, where things went wrong and the outcome they seek. You will conduct thorough and impartial investigations of each case you handle, produce excellent written correspondence, and where necessary, award compensation in line with our policy.
Complaints Officer responsibilities:
Managing and owning a caseload. Volumes may vary but you can expect at least 3-5 new complex complaints per week, and you may have 50 or more ongoing complaints to manage at any time.
Conducting thorough impartial investigations
Working within response deadlines and adhering to team SLA's/ KPI's
Liaising with customers and internal departments via phone, Microsoft teams and email
Challenge decisions of internal departments
Calculating compensation in line company procedures
Ensuring information is carefully documented and systems are updated.
Being conversant with the Housing Ombudsman code and ensuring that complaint handling and decisions are in line with the code.
Responding to resident correspondence quickly and keep all cases updated.
What we are looking for:
Strong customer service and complaint handing experience.
Excellent written and verbal communication
Inquisitive and investigative nature
Critical thinker and ability to use own initiative.
Quick learner
Computer literate
Able to work at a fast pace and meet deadlines.
The ability to communicate effectively with residents from a wide range of backgrounds and to recognise vulnerabilities and tailor your approach accordingly.
Be supportive, empathetic and willing to think outside the box.
Be willing to challenge decisions which do not meet the HOS code and the needs of the resident.
Complaints Officer Benefits:
Agile working
Strong family friendly policies
Committed Learning & Development
Annual leave starting from 26 days rising to 31 PLUS bank holidays.
Excellent Pension Scheme - double contribution up to 6%
Generous non-contributory life Assurance
An Employee Assistance Programme
Great places to work certified 2022.
Best Workplaces for Women - ranked 23 in the UK.
Up to 21 volunteering hours per year
If you have the passion, drive and skills listed above, and are interested in working for an organisation that can really make a difference to people's lives, then please apply without delay!
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.
If you would like this job advertisement in an alternative format, please contact MERJE directly.