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- Tasks: Resolve complaints and ensure timely communication with customers and colleagues.
- Company: Amplius is a leading social housing provider dedicated to tenant safety and sustainability.
- Benefits: Enjoy hybrid work, tailored training, and a supportive environment for career growth.
- Why this job: Make a real impact in communities while developing your skills in a dynamic team.
- Qualifications: Experience in complaints resolution and excellent communication skills are essential.
- Other info: This is a temporary, full-time role with a salary of up to £32,467.16.
The predicted salary is between 19400 - 19400 £ per year.
Up to £32,467.16 per annum
Hybrid, with a weekly presence in our Rushden office
Temporary, Full Time
At Amplius, we’re on a mission to deliver homes that make a difference. As a fresh and forward-focused social housing provider, we prioritise tenant safety, sustainability, and smart property investment.
In our Complaint Resolution Officer role, you’ll be working closely with colleagues, contractors and customers to deliver a high-quality complaint service with a strong focus on quality, early resolution, and effective communication.
- Location: Hybrid, with a weekly presence in our Rushden office
- Salary: Up to £32,467.16 per year
- Contract: 4-month fixed-term contract
- Your week: 36.25 hours p/week (9am – 5pm Monday to Friday, with a 45-minute lunch)
Snapshot of your role
This is what your day will look like as our Complaint Resolution Officer:
- Ensure all formal complaint cases are responded to within the agreed timescale and service standards.
- Communicate with customers throughout the complaint case so a strong rapport is gained, and individual circumstances are considered. This may include contacting customers at a convenient time to them (outside normal working hours).
- Ensure all actions agreed as part of the complaint resolution are monitored and completed within the agreed timescales. This includes follow up communication to customers, our partner contractors and colleagues where required.
Your toolkit for success
To thrive in our Complaint Resolution Officer role, you’ll need:
- Strong experience in a complaints-based role, and successfully resolving complaints.
- Experience of working to KPI’s / targets.
- Excellent communication skills with both internal and external stakeholders (both written & verbal).
- To be able to manage your own workload.
Why join Amplius?
There are loads of things that make Amplius a great place to be - every colleague has the chance to grow with us, make a real difference to our customers lives and ultimately be the most authentic version of themselves:
- Grow with us: Your development matters to us. With tailored training programs, ongoing feedback, and career progression pathways, we support you to advance as far as you want to go.
- Make a real impact: Our mission is rooted in service and community. Your work will contribute directly to improving the lives of people in the communities we serve.
- Environmental and social impact: We’re dedicated to sustainability and social responsibility, taking real steps to protect our planet and foster inclusivity.
Perks of working at Amplius
As we navigate this transitional period and work towards developing the colleague benefits we will offer as Amplius, we want to reassure colleagues applying for internal vacancies that there will be no changes to their current benefits if they are successful in securing a new role. Successful colleagues will receive the salary associated with their new role, but all other legacy terms and benefits will remain unchanged (including holiday, pension and car allowance provision, for example, which will remain consistent with your legacy benefit entitlement). We hope this provides clarity and confidence for anyone considering a new opportunity within the organisation during this time of change. If you have any questions, please don’t hesitate to reach out to People Services.
The important stuff
We’re dedicated to ensuring our recruitment process is fair, transparent, and accessible. Reasonable adjustments will be provided upon request for all candidates. We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities. We do not provide visa sponsorship; you must be eligible to work in the UK to join Amplius. You must reside in the UK for the duration of your employment and provide Right to Work evidence.
Have any questions? Contact the Amplius Recruitment Team and we’ll be in touch to support you with any questions, queries or conundrums!
The Company
Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 37,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We’re a team of over 1,300 colleagues driven to have a positive impact on people’s lives and provide affordable homes that make a difference.
Contact Detail:
Amplius Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Resolution Officer
✨Tip Number 1
Familiarise yourself with Amplius's mission and values. Understanding their commitment to tenant safety, sustainability, and community impact will help you align your responses during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Prepare specific examples from your past experience where you've successfully resolved complaints. Highlighting your ability to manage difficult situations and communicate effectively will showcase your suitability for the Complaint Resolution Officer position.
✨Tip Number 3
Research common complaints in the housing sector and think about how you would handle them. This knowledge will not only prepare you for potential interview questions but also show that you're proactive and ready to tackle challenges head-on.
✨Tip Number 4
Network with current or former employees of Amplius on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Complaint Resolution Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaint resolution and any relevant achievements. Use specific examples that demonstrate your ability to manage complaints effectively and meet KPIs.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your commitment to resolving complaints. Mention how your skills align with Amplius's mission and values, particularly in relation to tenant safety and community impact.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've successfully communicated with customers and colleagues in previous positions. Highlight both written and verbal communication experiences.
Highlight Relevant Experience: Detail your previous roles that involved complaint handling or customer service. Emphasise any specific targets you met and how you contributed to improving processes or customer satisfaction.
How to prepare for a job interview at Amplius
✨Showcase Your Complaint Resolution Experience
Be prepared to discuss specific examples from your past roles where you successfully resolved complaints. Highlight the steps you took, the challenges you faced, and the outcomes achieved to demonstrate your expertise in this area.
✨Emphasise Communication Skills
Since effective communication is key in this role, practice articulating your thoughts clearly and concisely. Be ready to explain how you build rapport with customers and manage difficult conversations, as this will be crucial for the interview.
✨Understand the Company’s Mission
Familiarise yourself with Amplius's mission and values. Be ready to discuss how your personal values align with theirs, particularly regarding tenant safety, sustainability, and community impact, as this will show your genuine interest in the role.
✨Prepare Questions for the Interviewers
Have a few thoughtful questions ready to ask the interviewers about the role, team dynamics, or company culture. This not only shows your enthusiasm but also helps you assess if the company is the right fit for you.