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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 by resolving complaints and enhancing community satisfaction.
- Qualifications: Experience in handling complex complaints and strong communication skills.
- Other info: Join a supportive team in a role with potential for extension.
Job Description
Role: Housing complaints resolution lead\\n\\nContract: 3-6 months with likely extension\\n\\nLocation: Central London and Hybrid (3 days from home)\\n\\nPay rate: Up to £36.34 per hour umbrella\\n\\nThis 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.\\n\\n• 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.\\n\\n• Provide support to Heads of Service, Service Directors and managers at the review stage of the process, including drafting complex response letters.\\n\\n• Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2.\\n\\n• 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.\\n\\n• 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.\\n\\n• 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.\\n\\nCriteria:\\n\\nExtensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints.\\n\\n• Great attention to detail and a result driven approach.\\n\\n• Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints.\\n\\n• Exceptional communication and interpersonal skills to build rapport with customers, regulators and internal stakeholders.\\n\\n• Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards.\\n\\n• Knowledge and experience of communication to the Housing Ombudsman or other Ombudsman service\\n\\n• Experience of working with complaints in the housing sector\\n\\nPlease 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. A friendly chat can lead to insider info about roles that might not even be advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints resolution. Think about your past experiences and how they relate to the role. We want you to shine when discussing your analytical skills and attention to detail!
✨Tip Number 3
Showcase your communication skills! During interviews, be ready to demonstrate how you've built rapport with customers and stakeholders in the past. Remember, it's all about making a positive impression and showing you can handle complex situations.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
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 with complex complaints and resolution. We want to see how your skills match the role of Housing complaints resolution lead, so don’t hold back!
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 this.
Highlight Attention to Detail: We’re looking for someone with great attention to detail. Make sure to mention any relevant experiences where you’ve successfully managed complex cases or produced accurate reports. This will show us you can handle the rigour of the role.
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. We can’t wait to see what you bring to the table!
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 Communication Skills
Since this role involves a lot of interaction with customers and stakeholders, practice articulating your thoughts clearly. Prepare examples that highlight your exceptional communication skills and how you've built rapport in challenging situations.
✨Be Detail-Oriented
Attention to detail is crucial for this position. Bring examples of how your meticulous nature has helped resolve complaints or improve processes. You might even want to mention any tools or methods you use to ensure accuracy in your work.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you identified trends in complaints and implemented solutions. Highlight your analytical skills and how they’ve contributed to positive outcomes in previous roles.
