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- Tasks: Manage and resolve customer complaints with a focus on quality and timeliness.
- Company: Join a leading agency in Construction & Property recruitment, dedicated to improving customer experiences.
- Benefits: Enjoy a competitive salary, full-time hours, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing service delivery and ensuring fairness in customer interactions.
- Qualifications: GCSE Grade 3 or equivalent experience; strong communication and problem-solving skills required.
- Other info: Be part of a supportive team that values resilience and a proactive approach.
The predicted salary is between 28000 - 40000 £ per year.
Job Title: Customer Resolution Officer / Complaints Officer
Location: Liverpool / St Helens / Warrington
Salary: 33,232 per annum
Contract: Full-time, Permanent
About the Role
We are seeking an experienced Customer Resolution Officer to manage a caseload of Stage 1 and Stage 2 complaints across all service areas. You will act as the main point of contact for customers, ensuring all complaints are handled promptly, fairly, and in line with policy and the Housing Ombudsman\’s Complaints Handling Code.
This role requires excellent interpersonal skills, the ability to deal with sensitive situations, and a proactive approach to driving service improvements through learning from complaints.
Key Responsibilities:
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Manage allocated complaints from initial contact through to resolution, ensuring timely and high-quality responses.
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Liaise with customers to fully understand the complaint, its impact, and the desired outcome.
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Investigate thoroughly, working with colleagues across all business areas.
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Monitor and ensure completion of agreed actions, remedies, or compensation.
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Record and track cases in the Case Management system, ensuring accuracy and compliance.
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Provide advice and support to front-line colleagues on complaint handling.
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Identify and share learning points to improve services.
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Where necessary, meet customers in person at the office or in their home.
Requirements:
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GCSE Grade 3 (or equivalent) or relevant experience/training.
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Experience in a customer-focused role with a track record of delivering excellent service.
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Strong complaint handling, problem-solving, and decision-making skills.
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Knowledge of the Housing Ombudsman\’s Complaints Handling Code and Social Housing White Paper (desirable but not essential).
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Ability to manage sensitive situations with empathy and professionalism.
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Strong IT skills, including Microsoft Office.
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Excellent verbal and written communication skills.
What We\’re Looking For:
A motivated, resilient, and solution-focused individual with a passion for improving the customer experience and a commitment to fairness and equality in service delivery.
If you are interested, please get in touch today with our specialist Georgia on
(phone number removed) / (phone number removed)
Building Careers UK are specialist in Construction & Property recruitment. BCUK acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C\’s, Privacy Policy and Disclaimers which can be found on our website.
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Complaints Officer employer: Building Careers UK
Contact Detail:
Building Careers UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman's Complaints Handling Code. Understanding this will not only help you in interviews but also demonstrate your commitment to effective complaint resolution.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully resolved complaints or improved customer service. This will showcase your problem-solving skills and ability to handle sensitive situations.
✨Tip Number 3
Practice your communication skills, both verbal and written. As a Complaints Officer, you'll need to convey complex information clearly and empathetically, so being articulate is key.
✨Tip Number 4
Network with professionals in the housing sector or customer service roles. Engaging with others in the field can provide insights and potentially lead to referrals for the position.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Complaints Officer position. Understand the key responsibilities and requirements, as this will help you tailor your application to highlight relevant experience.
Tailor Your CV: Customise your CV to reflect your experience in customer service and complaint handling. Use specific examples that demonstrate your problem-solving skills and ability to manage sensitive situations effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences. Mention your understanding of the Housing Ombudsman’s Complaints Handling Code if applicable, and explain how your skills align with the role's requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Complaints Officer.
How to prepare for a job interview at Building Careers UK
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Officer. Familiarise yourself with the Housing Ombudsman’s Complaints Handling Code and be ready to discuss how you would apply it in real scenarios.
✨Showcase Your Interpersonal Skills
Since this role requires excellent interpersonal skills, prepare examples from your past experiences where you successfully managed sensitive situations or resolved conflicts. Highlight your ability to empathise with customers.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific instances where you identified issues and implemented solutions. This could involve sharing how you handled complaints in previous roles and what improvements you suggested based on those experiences.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your interest in the role and helps you gauge if the company aligns with your values, especially regarding customer service and complaint handling.
