At a Glance
- Tasks: Manage and resolve complaints, ensuring residents feel heard and valued.
- Company: Join Axis CLC, a trusted property services specialist with over 110 years of experience.
- Benefits: Earn up to £30,000, enjoy hybrid working, and access wellness support.
- Other info: Be part of a diverse team committed to social impact and career growth.
- Why this job: Make a real difference by improving services and enhancing resident satisfaction.
- Qualifications: Experience in customer service and complaint handling is essential.
The predicted salary is between 27000 - 33000 £ per year.
Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services across the UK.
Backed by over 110 years of combined experience and the wider strength of Axis CLC, operating from 23 UK offices and employing more than 2,500 people nationwide, we support housing providers and public sector clients with high-quality maintenance and compliance services that help keep residents safe, properties well maintained and communities supported.
The Role
The Complaints Officer plays a key role in supporting continuous service improvement by effectively managing and resolving reports of dissatisfaction and formal complaints within Axis Repairs and Maintenance.
The role is customer-focused, acting as a single point of contact for residents and clients, ensuring concerns are listened to, investigated thoroughly and responded to in a timely, professional and fair manner.
The Complaints Officer is responsible for investigating and responding to service and administrative complaints in line with Axis policies and procedures, client-specific complaints policies and the Housing Ombudsman’s Complaint Handling Code.
The role ensures that feedback and learning from complaints are captured and used to drive service improvements, enhance resident satisfaction and support positive working relationships with clients.
Responsibilities
- Complaint Handling
- Proactively respond to expressions of dissatisfaction at the earliest opportunity, seeking to resolve issues informally where possible and prevent escalation into formal complaints.
- Investigate, register and manage all Stage 1 and Stage 2 complaints in line with company procedures, client requirements and the Housing Ombudsman’s Complaint Handling Code.
- Ensure all MP and Councillor enquiries and complaints are fully investigated, responded to professionally and resolved efficiently within agreed target timescales, keeping residents and clients informed of outcomes.
- Accurately record all complaints, enquiries and outcomes on the Company’s Central Complaints Log, as well as on any client-specific systems, trackers or reporting tools required for each contract.
- Liaise closely with operational, supervisory and subcontractor teams to arrange inspections, follow-on appointments or remedial works, ensuring actions are completed promptly and to the resident’s satisfaction.
- Maintain clear and consistent communication with residents throughout the complaints process, providing regular updates and managing expectations in a professional and empathetic manner.
- Identify trends, recurring issues and service failures from complaint data, escalating concerns where necessary and contributing to service improvement initiatives.
- Arrange compensation, reimbursements or goodwill gestures where appropriate, in accordance with company policy and subject to approval by the relevant Head of Department or client.
- Act as a key point of contact for clients, providing updates, performance information and supporting evidence as required.
- Prepare complaint responses, reports and performance data for internal review, client meetings and audits as necessary.
- Service Improvement
- Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service.
- Identify training needs across the department to enhance service delivery.
- Report on trends relating to employee conduct and elevate any concerns to Customer Experience Manager.
- Ensure root causes and record ‘Learning Actions’ from complaints in the Central Complaints Log for all upheld or partially upheld complaints to allow for trend analysis.
- Attend any training relevant to the role to support continuous development and enhanced service delivery.
- Miscellaneous
- To contribute ideas and suggestions that may enable the company to provide a better service.
- Provide any other reports requested by Complaints Team Leader or Customer Experience Manager
- Fully comply with the Organisations Health and Safety and Lone Working policies.
- Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
- Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division.
About You
You’re a natural leader who combines strong people focused expertise with aquality service delivery.
You thrive in a fast-paced environment, balancing priorities and supporting your team to deliver excellent results.
- Knowledge of complaint handling processes and procedures is essential.
- Knowledge of the Housing Ombudsman guidelines is desirable.
- Proven understanding of Customer Care with reference to vulnerable people is essential.
- Experience of working within a Customer Services or Complaints environment is essential.
- Excellent Customer service skills with a can-do approach to problem solving is essential.
- Strong interpersonal skills: must enjoy working with people on a personal level, building trust, maintaining confidentiality, be approachable, tactful, and diplomatic is essential.
What We Offer
- Up to £30,000 depending on experience, plus performance-related bonus (Hybrid working)
- Annual holiday; 25 + Bank holidays
- Up to £2,000 colleague referral fee
- 24/7 GP referral and wellbeing support service
- Perkbox – discounts on coffee, cinema, travel and wellbeing
- 1 paid volunteer day each year
- Ongoing training, support and progression, Axis promotes from within
- Why Axis CLC
Joining Axis CLC means being part of a national team delivering essential services across housing, education, healthcare, defence and commercial property.
We value reliability, quality and social impact, and offer meaningful work with real opportunities to grow.
Our Commitment to Inclusion
Many faces, one Axis CLC. We value diversity and are proud to be an equal-opportunity employer. If you need any adjustments during the hiring process, please let us know.
#J-18808-Ljbffr
Complaints Officer employer: Axis CLC Group
Axis CLC is an exceptional employer, offering a supportive work environment where reliability and quality are at the forefront of our mission. As a Painter and Decorator, you will benefit from competitive pay, a company van, and opportunities for professional development while contributing to meaningful projects that enhance communities across various sectors. Our commitment to inclusion and employee wellbeing ensures that every team member feels valued and empowered to grow within the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Axis CLC Group. 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 Axis CLC Group 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 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 Axis CLC Group:Your cover letter is your chance to shine! Tell us why you want to work at Axis CLC Group 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 Axis CLC Group!
How to prepare for a job interview at Axis CLC Group
✨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.
