Job Description

18 Rec are looking for a Complaints & Customer Aftercare Officer to join their social housing clients team on initally a temporary basis however there is opportunity for temp - perm role for the right candidate.

Main responsibilities of the role:

• Handle high profile and complex post resolution complaints effectively and to use initiative and take ownership of post resolution complaints aftercare through working directly with customers, external stakeholders, and wider business colleagues.
• To ensure the Housing Ombudsman Code is being adhered to and perform against a robust performance & quality management framework, to deliver, assess and own key KPI s, quality and performance.
• Identify areas of possible improvement. Provide suggestions to support the Complaints and Customer Aftercare Manager in continuously improving process, policies, procedures, practices, projects, system enhancements and to support the improvement of the service delivered to our customers.
• Champion customer engagement and resident empowerment across the service ensuring a commitment to delivering customer focused services.
• Manage your own workload to ensure effective post complaint resolution, with clear documentation and outcomes.
• Have a driven mindset to self-assess, schedule, and prioritise daily tasks based on levels of importance.
• Prevent complaint escalations and deliver a high level of satisfaction in our complaint aftercare approach and to ensure we keep our promises by delivering final resolution outcomes.
• Ensure that responses and communication is effective and in in line with our TOV
• Be part of a right first-time culture within the Complaints & Customer Aftercare Team, ensuring service and quality is delivered consistently, meets our clients aspirations of customer satisfaction, people engagement and compliance
• Manage post resolution customer complaints through multiple channels including social media, Trust Pilot, telephone, emails, and letter.

Ideal candidate will have worked in complaints previously or customer service in housing, and will have experience of working with internal teams to chase repiars, contractors and have good communication skills.

Candidates will need experience in dealing with high level/post resolution complaints and prior experience of working within a regulated complaints environment. As well as working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector

Monday - Friday either 9am -5pm, 10am -6pm or 8am - 4pm. Will need to be in the office for first 2 weeks then potential for hybrid working.