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- Tasks: Manage customer complaints and ensure positive outcomes through investigation and communication.
- Company: Join Bernicia, a leading housing provider dedicated to improving lives through quality homes and services.
- Benefits: Enjoy 28 days annual leave, remote work options, health cash plan, and discounts on major retailers.
- Why this job: Be part of a people-focused culture that values your input and helps shape customer experiences.
- Qualifications: No specific experience required; strong communication and empathy skills are essential.
- Other info: Potential driving requirement; flexible working arrangements available.
The predicted salary is between 22000 - 29000 £ per year.
Location: Ashington
Contract: Permanent
Hours: 37 per week
Salary: £25,947 per annum.
Closing Date: 28th April 2025, 5PM
Are you passionate about delivering excellent customer service? We believe that listening to tenant feedback and experience is invaluable to delivering, shaping and improving our service to customers.
About the role:
Bernicia has an exciting opportunity for a complaints handler who will play a pivotal role in managing customer complaints and compliments across the organisation to meet our policies and regulatory compliance. You will liaise with colleagues around the business to investigate and co-ordinate a satisfactory outcome for the customer. The overall purpose of this role is to be the first point of contact for customer complaints. Through investigations and complaint response, this role will be key in listening to customer feedback and reaching positive outcomes.
Key Responsibilities:
- Driving the delivery of excellent customer complaint handling, including listening, and proactively investigating customer complaints.
- Writing high quality complaint responses and managing end to end complaint cases.
- Identifying trends, areas of improvement and training needs to develop and improve a high-quality service for customers.
- Meet regulatory requirements set by the Housing Ombudsman Service.
About you:
For this role, we are looking for someone with the following skills and experience:
- Ideally complaint handling experience but not essential.
- Ability to research, investigate and analyse information.
- Be confident in writing response letters and emails.
- Listening and empathy skills.
- Excellent interpersonal and influencing skills, with the ability to maintain good relationships with internal and external stakeholders.
- A good understanding of regulatory requirements and standards for complaint handling, as well as GDPR and data protection.
The Benefits:
- 28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.
- Working from home where business needs allow, up to 2 days per week.
- Health cash plan membership so you can save money by claiming cash back over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We will also cover the costs of including any dependent children in the scheme up to the age of 21 or 24 if in full time education that you may have.
- Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
- Generous pension scheme with life insurance of 3 x salary.
About us:
We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that. We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010. We operate within a set of simple, but effective values, which blend perfectly to create our unique Bernicia Way culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.
Please note you may be required to drive for business, if this forms a requirement of the role. If this is required, you will be required to hold a current and valid driving licence.
For more information regarding this role, please contact: Gillian Hamilton Customer Relationship Manager: Tel: 0191 238 3932.
We reserve the right to close this recruitment campaign earlier than the stated closing date should we receive a large number of applicants, similarly this may be extended if required.
The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.
Locations
Complaints Handler in Ashington, Northumberland employer: Bernicia
Contact Detail:
Bernicia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Ashington, Northumberland
✨Tip Number 1
Familiarise yourself with Bernicia's values and culture. Understanding their commitment to customer service and community will help you align your responses during interviews, showcasing that you're a great fit for their team.
✨Tip Number 2
Brush up on your complaint handling skills. Even if you don't have direct experience, being able to discuss how you would approach resolving customer issues can demonstrate your problem-solving abilities and empathy.
✨Tip Number 3
Prepare examples of how you've successfully managed difficult situations in the past. Highlighting your interpersonal skills and ability to maintain relationships will be crucial in this role.
✨Tip Number 4
Research the regulatory requirements related to complaint handling, especially those set by the Housing Ombudsman Service. Showing that you understand these standards will give you an edge in the interview process.
We think you need these skills to ace Complaints Handler in Ashington, Northumberland
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Complaints Handler position. Understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: If you have experience in complaint handling or customer service, be sure to highlight this in your CV and cover letter. Use specific examples to demonstrate your ability to manage complaints effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for delivering excellent customer service. Mention your listening and empathy skills, and how they align with the company's values and mission.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A well-presented application reflects your attention to detail and professionalism.
How to prepare for a job interview at Bernicia
✨Showcase Your Customer Service Skills
As a Complaints Handler, your ability to deliver excellent customer service is crucial. Be prepared to share specific examples of how you've successfully handled customer complaints in the past, demonstrating your listening and empathy skills.
✨Understand Regulatory Requirements
Familiarise yourself with the regulatory requirements set by the Housing Ombudsman Service and GDPR. Being knowledgeable about these standards will show that you are serious about compliance and can handle complaints effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would approach various complaint situations, including how you would investigate and respond to them. This will highlight your analytical and problem-solving abilities.
✨Demonstrate Strong Communication Skills
Since writing high-quality complaint responses is part of the role, practice articulating your thoughts clearly and concisely. During the interview, focus on your verbal communication skills and ensure you convey your ideas effectively.
