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- Tasks: Be the first point of contact for escalated service enquiries and resolve customer complaints.
- Company: Join a dynamic Complaints Service team at a reputable Housing Association.
- Benefits: Enjoy a hybrid working model with 2 days in the office and 3 from home.
- Why this job: Make a real difference in customer experiences while working in a supportive team environment.
- Qualifications: Experience in complaints handling or customer service is essential; housing experience preferred.
- Other info: This role offers a competitive rate of £25.77 per hour on a 3-month+ contract.
We are looking for a highly organised and customer-focused Complaints Triage Officer to join a dynamic Complaints Service team (Housing Association) on an initial 3-month+ contract. As the first point of contact for escalated service enquiries, you will be the gatekeeper of the Complaints Service, ensuring every customer concern is triaged accurately and compassionately. Your role is pivotal in assessing complaints, identifying appropriate resolutions, and - wherever possible - recovering service issues before they escalate further.
Key Responsibilities:
- Handle and triage incoming escalated service enquiries.
- Assess and determine the best resolution route for customer dissatisfaction.
- Deliver swift and effective service recovery wherever possible.
- Log formal complaints for full investigation when needed.
- Engage proactively with customers to understand their concerns.
- Use strong problem-solving skills to provide tailored solutions.
- Maintain a customer-first approach in all interactions.
What We Are Looking For:
- Experience in a complaints handling, customer service, or triage role. Housing experience preferred but other sectors considered if have triage experience.
- Excellent communication and interpersonal skills.
- Ability to manage multiple cases efficiently and calmly.
- Strong decision-making and problem-solving abilities.
- A proactive, empathetic, and professional approach to customer care.
This is an exciting opportunity to make a real difference in customers' experiences, working within a supportive and service-driven team. Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
Complaints Triage Officer employer: Eden Brown
Contact Detail:
Eden Brown Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Triage Officer
✨Tip Number 1
Familiarise yourself with common complaints handling processes and best practices. Understanding the nuances of triaging complaints will help you demonstrate your knowledge during any discussions or interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully resolved customer issues in the past. Be ready to discuss these scenarios in detail, highlighting your approach and the outcomes.
✨Tip Number 3
Research the specific housing association and its values. Tailoring your understanding of their mission and how you can contribute to their customer service goals will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of the organisation if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
We think you need these skills to ace Complaints Triage Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required for the Complaints Triage Officer position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in complaints handling or customer service roles. Use bullet points to showcase your achievements and skills, particularly those related to problem-solving and customer care.
Write a Tailored Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Provide specific examples of how your previous experience has prepared you for the challenges of a Complaints Triage Officer, focusing on your ability to manage multiple cases and deliver effective resolutions.
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 this role.
How to prepare for a job interview at Eden Brown
✨Showcase Your Customer Service Skills
As a Complaints Triage Officer, your ability to handle customer concerns is crucial. Be prepared to share specific examples from your past experiences where you successfully resolved complaints or improved customer satisfaction.
✨Demonstrate Problem-Solving Abilities
Highlight your problem-solving skills during the interview. Discuss how you've assessed situations and determined the best resolution routes in previous roles, especially in high-pressure environments.
✨Emphasise Empathy and Communication
Since this role requires a compassionate approach, be sure to convey your empathetic nature. Practice articulating how you would engage with customers to understand their concerns and reassure them that their issues are being taken seriously.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your decision-making and triage skills. Think of various situations you might face as a Complaints Triage Officer and prepare your responses on how you would handle them effectively.
