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- Tasks: Investigate complaints and collaborate with teams to ensure fair resolutions.
- Company: Phoenix Community Housing is a resident-led organisation focused on community and customer care.
- Benefits: Enjoy flexible working options, a wellbeing programme, and comprehensive learning opportunities.
- Why this job: Join a passionate team dedicated to enhancing customer experiences and building a better community.
- Qualifications: Experience in complaints management, excellent communication skills, and attention to detail are essential.
- Other info: We promote work-life balance and welcome diverse applicants.
The predicted salary is between 28800 - 43200 £ per year.
We are looking for a Complaints Investigation Officer to join our team who ensure that all complaints are dealt with in a timely resident focused manner.
As a Complaints Investigator you will be responsible for investigating complaints and liaising with teams across the business to resolve complaints in a fair and transparent manner.
As a resident led organisation, we put residents at the heart of our service. To influence our customer care approach you will champion the customer experience and work in collaboration with colleagues across the organisation.
To help us build a better future for our Phoenix Community, you will be passionate about delivering effective complaints resolution throughout the customer journey and thrive on building relationships.
We are looking for individuals who have experience of excellent Complaints Management, as well as great communication skills, self-motivation and have high level of attention to detail. You should be confident in responding to a variety of issues and have an outcome focussed approach.
If you have a passion for customer service excellence and service delivery, then this may be the role for you.
About Phoenix Community Housing: Phoenix is a housing organisation with a difference. We’re led by our residents, with a tenant as our Chair and with residents as the largest group on our Board. Some housing associations talk about resident involvement. We live and breathe it every day. We believe this is our core strength and it’s helped us achieve a wide range of accolades and awards.
We’re based in south Lewisham, London, and are proud to be building new homes in our area. We’ve grown as a housing association, taking on the management of 1,500 more homes in late 2021 to bring our total number of homes to around 7,800.
Our new Corporate Plan will help us deliver on our vision of ‘together building a better future for our Phoenix Community’, supported by strategies to refresh our approach to resident involvement, customer service, sustainability and ensuring that all residents can enjoy good quality, safe and affordable homes.
Our big ambitions apply to our staff too. We are pleased to offer a generous benefits package, including our wellbeing programme, comprehensive learning and development and a culture of employee involvement.
If you think you’re the right person to help us make the next stage of our journey, then we’d love to hear from you. We strongly believe in a work-life balance so we’d be pleased to talk about part-time flexible working and job sharing options.
Phoenix is committed to safeguarding and promoting the welfare of vulnerable groups, and we expect all staff and volunteers to share this commitment. We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Complaints Support Officer employer: PHOENIX COMMUNITY HOUSING
Contact Detail:
PHOENIX COMMUNITY HOUSING Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Support Officer
✨Tip Number 1
Familiarise yourself with the core values and mission of Phoenix Community Housing. Understanding their resident-led approach will help you demonstrate your alignment with their goals during any discussions or interviews.
✨Tip Number 2
Prepare examples from your past experiences that showcase your skills in complaints management and customer service. Be ready to discuss specific situations where you successfully resolved complaints and improved customer satisfaction.
✨Tip Number 3
Network with current or former employees of Phoenix Community Housing if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Demonstrate your passion for community involvement and customer service excellence in your conversations. Showing that you genuinely care about making a difference in residents' lives will resonate well with the hiring team.
We think you need these skills to ace Complaints Support 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 Support Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in complaints management and customer service. Provide specific examples of how you've successfully resolved complaints and improved customer satisfaction.
Showcase Communication Skills: Since the role requires excellent communication skills, make sure to demonstrate this in your application. Use clear and concise language, and consider including examples of how you've effectively communicated with customers or colleagues in challenging situations.
Express Passion for Customer Service: Convey your enthusiasm for delivering exceptional customer service in your application. Discuss your commitment to putting residents at the heart of your work and how you can contribute to the organisation's mission of building a better future for the community.
How to prepare for a job interview at PHOENIX COMMUNITY HOUSING
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities of a Complaints Support Officer. Be prepared to discuss how your experience aligns with their focus on resident-led service and effective complaints resolution.
✨Showcase Your Communication Skills
As communication is crucial in this role, think of examples where you've successfully resolved complaints or issues. Highlight your ability to liaise with different teams and maintain transparency throughout the process.
✨Demonstrate Attention to Detail
Prepare to discuss situations where your attention to detail made a difference in resolving complaints. This could involve documenting issues accurately or ensuring that all aspects of a complaint were addressed.
✨Express Your Passion for Customer Service
Convey your enthusiasm for delivering excellent customer service. Share any relevant experiences that showcase your commitment to improving the customer journey and how you can contribute to the organisation's mission of building a better future for the community.
