At a Glance
- Tasks: Investigate and resolve complex complaints in a social housing environment.
- Company: Join a supportive team dedicated to improving resident experiences.
- Benefits: Competitive hourly rate, hands-on experience, and professional growth opportunities.
- Other info: Dynamic role with opportunities for impactful community engagement.
- Why this job: Make a real difference by ensuring fair and effective complaint resolutions.
- Qualifications: Experience in handling complex complaints and knowledge of housing legislation required.
The predicted salary is between 30 - 30 £ per hour.
- Complaints Resolution Officer
- Temporary, Full Time - 6 Months
- £28 - £30 per hour (Umbrella)
We are supporting to recruit three Complaints Resolution Officers on a full-time, 6-month temporary basis.
The role requires a minimum of 3 days onsite per week, with regular travel across the borough.
Applicants must be car drivers with access to a vehicle.
The Role
You will manage and investigate complex complaints and Housing Ombudsman cases within a social housing environment.
You will oversee cases from initial investigation through to resolution, ensuring responses are fair, evidence-based, resident-focused, and compliant with the Housing Ombudsman Complaint Handling Code.
The role will involve identifying service failures and root causes, recommending appropriate remedies, coordinating information from operational teams, and ensuring actions arising from complaints and Ombudsman decisions are completed.
Key Responsibilities
- Investigate and resolve Stage 1 and Stage 2 complaints.
- Review tenancy records, repairs history, correspondence, policies, and supporting evidence.
- Draft clear, accurate and empathetic complaint responses.
- Manage Housing Ombudsman enquiries, investigations, evidence requests and submissions.
- Review Ombudsman determinations, orders and recommendations and coordinate required actions.
- Act as a key contact for residents throughout the complaints process.
Essential Experience
- Experience investigating and resolving complex complaints within a local authority, housing association or social housing environment.
- Strong knowledge of the Housing Ombudsman Complaint Handling Code.
- Experience managing Housing Ombudsman enquiries, investigations and determinations.
- Understanding of housing legislation, consumer standards and landlord responsibilities.
- Experience handling Stage 1 and Stage 2 complaints.
- Experience responding to Councillor and MP enquiries.
- Strong report writing, letter drafting and case management skills.
- Excellent investigative, analytical and problem-solving abilities.
- Experience identifying service improvements and monitoring actions through to completion.
Complaints Resolution Officer employer: 4Recruitment Services Ltd
4Recruitment Services Ltd is an excellent employer for those seeking a flexible part-time role in finance, offering a supportive and friendly team environment. With the opportunity to work from home after training, employees can enjoy a balanced work-life dynamic while contributing to meaningful projects within the public sector. The company prioritises employee growth and development, making it an attractive choice for individuals looking to advance their careers in a dynamic and rewarding setting.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Resolution Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 4Recruitment Services Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 4Recruitment Services Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Resolution Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 4Recruitment Services Ltd:Your cover letter is your chance to shine! Tell us why you want to work at 4Recruitment Services Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 4Recruitment Services Ltd!
How to prepare for a job interview at 4Recruitment Services Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
