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For Companies At a Glance
- Tasks: Support customers through the complaints journey and investigate cases.
- Company: Join a reputable housing association in the south of England.
- Benefits: Earn £16.38-£18.36 per hour with flexible working hours.
- Why this job: Make a real impact by improving customer experiences and processes.
- Qualifications: Strong communication skills and experience in complaints handling required.
- Other info: Temporary role for 3-6 months, perfect for students seeking experience.
Location: Eastleigh
Contract: Temporary 3-6 months
Hours: 37 per week
Rate: £16.38-£18.36 per hour
BRC are working with a housing association who are based in the south of England. The Complaints Officer will be responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.
Main Duties:
- Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
- Conduct investigations into complaints received and reach an outcome based on the merits of each case.
- Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
- Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including the Housing Ombudsman, contractors, and local councillors.
- Assist with any necessary feedback to individual colleagues, managers, or teams.
- Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.
The successful candidate will have:
- Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly.
- Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairly.
- Customer focused, with a polite and empathetic telephone manner.
- Ability to manage workload to ensure timescales are met.
- Experience of working within a complaints or outbound sales role.
- A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
- Ability to analyse complex complaints and customer feedback issues and evidence findings.
- Demonstrate our values and behaviours.
To apply, please call either Megan Smith or Emma Keir on (phone number removed).
We will be reviewing applications on an ongoing basis until the position is filled.
Contact Detail:
BRC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with common complaints handling processes and best practices. Understanding the typical journey a complaint takes can help you articulate your approach during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in conveying complex information clearly. Practising how to explain findings and outcomes succinctly will be beneficial for both the interview and the role itself.
✨Tip Number 3
Network with professionals in the complaints handling field. Engaging with others who have experience in similar roles can provide insights and tips that may give you an edge in your application.
✨Tip Number 4
Demonstrate your customer focus by preparing examples of how you've handled difficult situations in the past. Being able to showcase your empathy and problem-solving skills will resonate well with the hiring team.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your excellent written communication skills and any relevant experience in complaints handling or customer service. Use specific examples to demonstrate how you've successfully managed complaints in the past.
Craft a Strong Cover Letter: In your cover letter, express your understanding of the role and the importance of effective complaint resolution. Mention your ability to communicate findings clearly and your experience with Microsoft Office tools, as these are crucial for the position.
Showcase Your Skills: Emphasise your ability to analyse complex complaints and provide constructive feedback. Highlight your customer-focused approach and your capacity to work collaboratively with various stakeholders.
Proofread Your Application: Before submitting, carefully proofread your application materials to ensure there are no spelling or grammatical errors. Clear and concise communication is key for this role, so make sure your application reflects that.
How to prepare for a job interview at BRC
✨Showcase Your Communication Skills
As a Complaints Officer, excellent written and verbal communication is key. Prepare to demonstrate your ability to convey complex information clearly and concisely during the interview. Consider bringing examples of your previous work that highlight your communication skills.
✨Demonstrate Empathy and Customer Focus
This role requires a customer-focused approach. Be ready to discuss how you've handled difficult situations in the past with empathy and professionalism. Share specific examples where you successfully resolved complaints or improved customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle various complaint situations and be prepared to explain your thought process and decision-making criteria.
✨Familiarise Yourself with Relevant Policies
Research the housing association's policies and procedures related to complaints handling. Understanding their framework will not only help you answer questions more effectively but also show your genuine interest in the role and organisation.
