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- Tasks: Help resolve customer complaints and ensure top-notch service.
- Company: Join a social housing provider dedicated to community support in South West London.
- Benefits: Enjoy hybrid working options and a competitive salary of circa £33k.
- Why this job: Make a real impact by improving customer experiences and resolving issues creatively.
- Qualifications: Must have housing experience and familiarity with the ombudsman process.
- Other info: Interviews are on January 13th; be ready to showcase your problem-solving skills!
The predicted salary is between 26400 - 39600 £ per year.
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:
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Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution
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Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy
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Raise safeguarding concerns where necessary
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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
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Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for Review
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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
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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
Customer Experience Advisor employer: Karter Thomas Ltd
Contact Detail:
Karter Thomas Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor
✨Tip Number 1
Familiarize yourself with the Housing Ombudsman Complaints Handling Code. Understanding these guidelines will not only help you in your role but also demonstrate your commitment to effective complaint resolution during the interview.
✨Tip Number 2
Showcase your experience in managing complex complaints. Prepare specific examples of past situations where you successfully resolved complaints, highlighting your problem-solving skills and empathy towards customers.
✨Tip Number 3
Network with professionals in the housing sector. Engaging with others in the field can provide insights into best practices and may even lead to referrals or recommendations for the position.
✨Tip Number 4
Research the social housing provider's values and mission. Tailoring your approach to align with their goals will show that you are not just looking for any job, but are genuinely interested in contributing to their team.
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant housing experience and any previous roles that involved complaint resolution. Use specific examples to demonstrate your skills in managing complex cases.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of the Housing Ombudsman Complaints Handling Code and how you can contribute to delivering first-class customer service.
Showcase Your Problem-Solving Skills: Provide examples in your application of how you've successfully resolved complaints in the past. Highlight your ability to empathize with customers and creatively find solutions.
Prepare for the Interview: Research common interview questions for Customer Experience Advisor roles, especially those focused on complaints. Be ready to discuss your approach to handling difficult situations and how you ensure customer satisfaction.
How to prepare for a job interview at Karter Thomas Ltd
✨Show Your Housing Experience
Make sure to highlight your previous experience in housing, especially any roles that involved dealing with complaints. Be ready to discuss specific situations where you successfully resolved issues.
✨Understand the Ombudsman Process
Familiarize yourself with the Housing Ombudsman Complaints Handling Code. Being able to discuss how you've liaised with the ombudsman in past roles will demonstrate your knowledge and readiness for the position.
✨Demonstrate Empathy and Problem-Solving Skills
Prepare examples that showcase your ability to empathize with customers and creatively resolve complaints. This role requires a customer-centric approach, so be ready to share stories that illustrate these qualities.
✨Be Ready to Discuss Trends and Improvements
Think about any trends you've noticed in complaint processes in your previous roles. Be prepared to discuss how you identified these trends and what steps you took to prevent further issues, as this shows proactive thinking.
