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For Companies At a Glance
- Tasks: Resolve complaints and enquiries, ensuring high-quality responses and service improvements.
- Company: Join a dedicated team focused on enhancing residents' experiences in housing services.
- Benefits: Enjoy hybrid working options and a competitive hourly rate with potential for contract extension.
- Why this job: Make a real impact on community satisfaction while developing your communication and problem-solving skills.
- Qualifications: Strong communication skills and experience in complaint handling are essential; housing experience is a plus.
- Other info: Full-time role with a supportive environment, perfect for those passionate about customer service.
Location: Ealing, W5 2HL (Hybrid working available)
Hourly rate £21.33 PAYE / £28.26 Umbrella per hour
Contract Length: 3-month contract (possibility of extension)
Working Pattern: Full Time, Monday - Friday, 35 hours
ASAP Start
About the Role
As a Complaints Resolution Officer, you'll be at the heart of our mission to improve residents' experiences. You'll lead on resolving complaints and enquiries from residents and elected members, ensuring high-quality, empathetic, and timely responses. Your work will directly contribute to service improvements and increased satisfaction across our Housing & Environment services.
Key Responsibilities
- Investigate and resolve complaints, FOIs, SARs, and Housing Ombudsman enquiries.
- Liaise empathetically with residents, councillors, and internal teams.
- Draft clear, comprehensive responses and ensure compliance with standards.
- Identify lessons learned and contribute to service improvements.
- Maintain accurate records and support performance reporting.
What We're Looking For
- Strong communication skills and a customer-first mindset.
- Experience in complaint handling or dispute resolution.
- Ability to manage sensitive information and work independently.
- High attention to detail and analytical thinking.
- IT proficiency and a commitment to continuous improvement.
- Desirable: Experience in a housing (landlord) environment.
Performance Goals
- Respond to 90% of Stage 1 complaints within 10 working days.
- Respond to 90% of Stage 2 complaints within 20 working days.
- Meet all Housing Ombudsman deadlines.
- Contribute to improved tenant satisfaction.
Complaints Resolutions Officer employer: Adecco
Contact Detail:
Adecco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolutions Officer
✨Tip Number 1
Familiarise yourself with common complaints and resolutions in the housing sector. Understanding typical issues residents face will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Practice your communication skills by role-playing scenarios where you handle complaints. This will prepare you to showcase your empathetic approach and problem-solving abilities when speaking with potential employers.
✨Tip Number 3
Network with professionals in the housing and complaints resolution field. Attend relevant events or join online forums to gain insights and make connections that could lead to job opportunities.
✨Tip Number 4
Research the organisation's values and recent initiatives related to customer service. Being able to discuss how your personal values align with theirs can set you apart during the interview process.
We think you need these skills to ace Complaints Resolutions Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Complaints Resolution Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in complaint handling or dispute resolution. Provide specific examples of how you've successfully resolved issues and improved customer satisfaction.
Showcase Communication Skills: Since strong communication skills are essential for this role, ensure your application reflects your ability to communicate clearly and empathetically. Use concise language and structure your responses logically.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application demonstrates attention to detail, which is crucial for the role.
How to prepare for a job interview at Adecco
✨Showcase Your Communication Skills
As a Complaints Resolution Officer, strong communication is key. Be prepared to demonstrate your ability to communicate clearly and empathetically during the interview. Use examples from your past experiences where you successfully resolved complaints or handled sensitive situations.
✨Highlight Relevant Experience
Make sure to discuss any previous experience in complaint handling or dispute resolution. If you've worked in a housing environment before, share specific instances that showcase your skills and how they relate to the role you're applying for.
✨Demonstrate Analytical Thinking
The role requires high attention to detail and analytical thinking. Prepare to discuss how you approach problem-solving and decision-making. You might be asked to analyse a hypothetical complaint scenario, so think about how you would identify the root cause and propose solutions.
✨Prepare Questions About Service Improvements
Since the role involves contributing to service improvements, come prepared with questions about the current processes and how you can help enhance them. This shows your proactive mindset and commitment to continuous improvement, which is highly valued in this position.
