Job Description

We are currently recruiting on behalf of our client, a social housing provider based in South West London for a full-time Complaints Officer role.

The role is for 36 hours per week (Mon-Thu 9am – 5.15pm, Fri–9am – 5pm), and is able to offer hybrid working which can be discussed with the hiring manager. Interviews will be held on the 13th of January

To apply candidates should have housing experience and experience of liaising with the ombudsman in regard to complaints.

Customer Experience Advisor (Complaints) – circa £33k

We’re looking for a Customer Experience Advisor (Complaints Focus), to support our clients Customer Experience & Quality team to deliver first-class customer service. With a laser sharp focus on complaint resolution, you’ll use your energy, knowledge, and enthusiasm to understand where things have gone wrong, showing empathy to the customer and creatively finding a way to put things right.

What You’ll Do:

* Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution

* Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy

* Raise safeguarding concerns where necessary

* Resolve complaints and avoid escalation to stage 2 by working with senior stakeholders cross the whole business and ensuring the customer is happy with the outcome

* Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for Review

* Work with other teams, taking ownership to respond to enquiries from Councillors, MPs and the Housing Ombudsman within agreed timescales, with the support of the Complaints and Complex Case Manager

* Identify any trends within the complaints process and raise these with the Complaints and Complex Case Manager to prevent further complaints and service failure

Make sure a thorough audit trail of each complaint case is available and updated on CRM, in line with the Housing Ombudsman guidelines