Complaints Officer in Merthyr Tydfil

BRC are working closely with a leading Housing Association in South Wales to recruit a Complaints Officer on a temporary basis. This role involves being the primary point of contact for receiving complaints, compliments, comments and appeals, and taking on the role of relationship manager.

Duties:

• Triage complaints and appeals, ensuring issues where there is a serious risk to life or property are reported immediately to the relevant member of the Executive Leadership Team.
• Co-ordinate the investigation of complaints and appeals, liaising with the complainant and staff from service delivery areas as appropriate.
• Aim to build constructive relationships with complainants and stakeholders, demonstrating understanding and empathy whilst remaining impartial.
• When required, act as an advocate for complainants with colleagues to help resolve their issues.
• When required, support the Executive Leadership Team in responding to requests from the Public Services Ombudsman for Wales.
• Maintain an effective monitoring process to track the progress of complaints, subsequent actions and any appeals.
• Work with the Customer Experience Manager to analyse complaint trends, identify themes and provide feedback to relevant business leads or Directors.
• Prepare reports and presentations for the Strategic Leadership Team, Democratic Body and Board as required.
• Prepare, or support relevant managers in preparing, responses to complainants that are consistent with organisational policies and values.
• Report on the progress and status of complaints and appeals to the Customer Experience Manager.
• Lead and undertake complaint and appeal policy development, process improvement, analysis and change.
• Oversee the compensation budget and liaise with relevant departmental managers regarding compensation claims.
• Track and monitor actions arising from complaints, liaising with relevant managers to ensure completion.
• Represent the organisation professionally and positively to all stakeholders, including Members of Parliament (MPs), Members of the Senedd (MSs) and Councillors, liaising with constituents to achieve positive outcomes.
• Liaise and work closely with the Internal Audit function to ensure recommendations support continuous improvement.
• Keep informed of, review and implement, best practice in customer relationship management, actively seeking to remove barriers that prevent people from accessing services.

Requirements:

• Experience of working in a customer service environment.
• Experience of working to set policies and procedures.
• Able to communicate with external and internal stakeholders, both written and face to face.
• Experience of populating and analysing databases.
• Relationship management including handling difficult or irate customers.
• Able to demonstrate experience of promoting and delivering continuous service improvement.
• Experience of managing a changing workload ensuring priorities are met.
• Ability to confidently deal with a range of internal and external customers.
• Ability to anticipate urgent/priority matters.
• Ability to work on own initiative without the constant need for supervision.
• Excellent telephone and interpersonal manner.
• Able to use IT equipment and software e.g. MS Office.
• Ability to manage time, plan and prioritise workload, and make judgements and decisions to meet strict deadlines.

To apply, please submit your CV outlining your relevant experience and qualifications. We will be reviewing applications on an ongoing basis until the position is filled.