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- Tasks: Lead the resolution of housing complaints and improve customer service experiences.
- Company: Dynamic housing organisation focused on positive outcomes for residents.
- Benefits: Competitive pay, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference in people's lives by resolving their housing issues.
- Qualifications: Experience in handling complex complaints and strong communication skills.
- Other info: Join a supportive team dedicated to transforming customer service.
Role: Housing complaints resolution lead Contract: 3-6 months with likely extension Location: Central London and Hybrid (3 days from home) Pay rate: Up to £36.34 per hour umbrella This is a new role and aims to give a positive resolution to residents who may have had a poor experience and deliver positive and responsive closure to their complaint. You’ll work with teams who deliver the service to ensure that escalated complaints are resolved and that the risk of adverse findings are reduced. You’ll also be responsible for managing the relationship with the Housing Ombudsman Service and advising the business on ways to better service customers and remain compliant. • Demonstrate a personal commitment and responsibility for the business to provide a highly resolution-based service, aiming to advise and assist the business in resolving any escalated complaints at the second stage. • Provide support to Heads of Service, Service Directors and managers at the review stage of the process, including drafting complex response letters. • Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2. • Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation. • Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code. • Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business. Criteria: Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints. • Great attention to detail and a result driven approach. • Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints. • Exceptional communication and interpersonal skills to build rapport with customers, regulators and internal stakeholders. • Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards. • Knowledge and experience of communication to the Housing Ombudsman or other Ombudsman service • Experience of working with complaints in the housing sector Please apply now for immediate consideration
Housing complaints resolution lead employer: BDS (Northern) Limited
Contact Detail:
BDS (Northern) Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing complaints resolution lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching common complaints in the housing sector. Be ready to discuss how you would handle specific scenarios, showcasing your analytical skills and attention to detail. Practice makes perfect!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation and reiterate your interest in the role. It keeps you fresh in their minds.
✨Tip Number 4
Apply through our website for the best chance at landing that job! We’re all about making the application process smooth and straightforward, so don’t miss out on the opportunity to join us.
We think you need these skills to ace Housing complaints resolution lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in handling complex complaints. We want to see how your skills align with the role of Housing complaints resolution lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves a lot of communication with customers and the Housing Ombudsman, it’s crucial to demonstrate your exceptional communication skills. Use clear and concise language in your application to reflect your ability to convey information effectively.
Highlight Your Analytical Skills: We’re looking for someone with strong analytical skills to identify trends in complaints. In your application, mention any experience you have with root cause analysis or data-driven decision-making to show us you can tackle issues head-on.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at BDS (Northern) Limited
✨Know Your Stuff
Make sure you’re well-versed in the housing complaints process and the role of the Housing Ombudsman. Brush up on relevant regulations and be ready to discuss how you've handled complex complaints in the past.
✨Showcase Your Skills
Prepare examples that highlight your analytical skills and attention to detail. Think about specific instances where you identified trends in complaints and how you used that information to drive change.
✨Communicate Effectively
Practice your communication skills! You’ll need to build rapport with various stakeholders, so be ready to demonstrate your exceptional interpersonal skills during the interview. Role-play scenarios can help!
✨Be Solution-Oriented
Emphasise your commitment to providing positive resolutions. Be prepared to discuss how you would approach escalated complaints and what strategies you would implement to ensure compliance and improve service delivery.
