At a Glance
- Tasks: Investigate complaints, gather evidence, and communicate fair outcomes to customers and stakeholders.
- Company: Join Abri, a leading housing provider dedicated to community and customer satisfaction.
- Benefits: Enjoy 28 days holiday, generous pension, flexible working, and personal development opportunities.
- Other info: Collaborative environment with a focus on curiosity, partnership, and openness.
- Why this job: Make a real difference by resolving complaints and promoting a customer-first approach.
- Qualifications: Strong communicator with problem-solving skills and experience in handling complaints.
The predicted salary is between 30000 - 40000 £ per year.
We're looking for new Senior Complaint Officers to investigate final-stage complaints (Stage 2) and reach fair, objective decisions that we can clearly communicate to customers, colleagues, and stakeholders. Senior Complaint Officers will comply with evidence pack requirements in response to requests from the Arbitrator and the Housing Ombudsman Service. You will build effective working relationships with departments across Abri, the Housing Ombudsman, contractors, and local councils; communicate primarily by phone and in writing.
Your responsibilities include:
- Investigate Stage 2 complaints, gather evidence, and determine fair outcomes.
- Prepare and submit evidence packs to the arbitrator and the Housing Ombudsman Service.
- Communicate decisions to customers, colleagues, and stakeholders.
- Provide problem‑solving analysis and identify effective solutions for each unique complaint.
- Act as an ambassador for Abri, promoting a customer‑first approach throughout the complaint journey.
Qualifications
We are looking for an excellent communicator with strong problem‑solving skills. You should have:
- Experience handling complaints in a professional environment.
- Strong written and verbal communication ability.
- A proactive approach to investigating issues and identifying solutions.
- Ability to work collaboratively with cross‑functional teams.
We welcome candidates from all backgrounds; values such as curiosity, partnership, ownership, and openness are highly valued.
Benefits
- 28 days holiday (plus bank holidays) + holiday sales scheme
- Generous pension scheme with employer contributions up to 10%
- Money‑off at high‑street and online retailers
- Life assurance of 5× annual salary
- Generous parental and family leave
- Health and wellbeing packages
- Electric car scheme
- Personal development opportunities
- Colleague recognition scheme
- Flexible working arrangements
- Free eye tests
- Cycle‑to‑work scheme
Working Conditions
You will work from our Bracknell office at least three days per week. The remaining days can be worked from an alternative location such as another Abri office, a cafe, or at home.
About Abri
Abri is a large housing provider that owns and manages over 58,000 homes and community assets, serving around 113,000 customers across the South of England. We are investing £689 million over the next ten years to improve building safety and energy efficiency, and we are committed to delivering a safe, warm, sustainable home in a community where people belong, grow, and thrive.
Complaint Officers in Bracknell employer: Abri View All Jobs
Abri is an excellent employer for Senior Complaint Officers, offering a supportive work culture that prioritises employee wellbeing and professional growth. With flexible working arrangements, generous benefits including a robust pension scheme and personal development opportunities, employees are empowered to thrive in their roles while contributing to a meaningful mission of providing safe and sustainable homes across the South of England.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Officers in Bracknell
✨Tip Number 1
Get to know the company inside out! Research Abri's values and mission, and think about how your experience aligns with their customer-first approach. This will help you stand out during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complaints, it's crucial to articulate your thoughts clearly. Try role-playing scenarios with a friend or family member to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights into the company culture and the role. They might even share tips that could give you an edge in the hiring process.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Abri team.
We think you need these skills to ace Complaint Officers in Bracknell
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience with handling complaints and problem-solving. We want to see how your skills align with the role of a Senior Complaint Officer, so don’t hold back on showcasing relevant examples!
Show Off Your Communication Skills:Since strong written communication is key for this role, ensure your application is clear and concise. Use professional language but keep it friendly – we’re looking for someone who can communicate effectively with customers and colleagues alike.
Highlight Your Teamwork Experience:We value collaboration, so mention any experiences where you’ve worked with cross-functional teams. Share how you’ve built relationships and contributed to team success, as this will resonate well with us at Abri.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Abri View All Jobs
✨Know Your Complaints Inside Out
Before the interview, brush up on common complaint scenarios and how to handle them. Familiarise yourself with the types of complaints Abri deals with and think about how you would approach investigating them. This will show your understanding of the role and your proactive problem-solving skills.
✨Communicate Clearly and Confidently
As a Senior Complaint Officer, strong communication is key. Practice articulating your thoughts clearly, both verbally and in writing. You might even want to prepare a few examples of how you've effectively communicated decisions in the past, as this will demonstrate your ability to convey complex information simply.
✨Showcase Your Teamwork Skills
Since you'll be working collaboratively with various departments, be ready to discuss your experience in cross-functional teams. Think of specific instances where you’ve successfully worked with others to resolve issues or improve processes, and be prepared to share these stories during the interview.
✨Emphasise Your Customer-First Approach
Abri values a customer-first mindset, so make sure to highlight your commitment to this principle. Share examples of how you've put customers at the heart of your decision-making process and how you’ve ensured fair outcomes in previous roles. This will resonate well with the interviewers.
