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For Companies At a Glance
- Tasks: Support customers through the complaints journey and investigate cases.
- Company: Join a reputable housing association in the south of England.
- Benefits: Earn £16.38-£18.36 per hour with flexible working hours.
- Why this job: Make a real impact by improving customer experiences and processes.
- Qualifications: Strong communication skills and experience in complaints handling required.
- Other info: Temporary role for 3-6 months, perfect for students seeking experience.
Location: Eastleigh
Contract: Temporary 3-6 months
Hours: 37 per week
Rate: £16.38-£18.36 per hour
BRC are working with a housing association who are based in the south of England. The Complaints Officer will be responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.
Main Duties:
- Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
- Conduct investigations into complaints received and reach an outcome based on the merits of each case.
- Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
- Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including the Housing Ombudsman, contractors, and local councillors.
- Assist with any necessary feedback to individual colleagues, managers, or teams.
- Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.
The successful candidate will have:
- Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly.
- Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairly.
- Customer focused, with a polite and empathetic telephone manner.
- Ability to manage workload to ensure timescales are met.
- Experience of working within a complaints or outbound sales role.
- A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
- Ability to analyse complex complaints and customer feedback issues and evidence findings.
- Demonstrate our values and behaviours.
To apply, please call either Megan Smith or Emma Keir on (phone number removed).
We will be reviewing applications on an ongoing basis until the position is filled.
Complaints Officer employer: BRC
Contact Detail:
BRC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with common complaints handling processes and best practices. Understanding the typical journey a complaint takes can help you demonstrate your knowledge during any interviews.
✨Tip Number 2
Brush up on your communication skills, especially in terms of clarity and empathy. Practising how to convey complex information simply will be crucial for this role, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Network with professionals in the complaints handling field. Engaging with others who have experience in similar roles can provide insights and tips that could give you an edge in your application process.
✨Tip Number 4
Research the housing association and its values. Being able to align your personal values with those of the organisation can make a strong impression during interviews and show your genuine interest in the role.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasise any previous experience you have in complaints handling or customer service roles. Use specific examples to demonstrate your ability to manage complaints effectively.
Showcase Communication Skills: Since excellent written communication is crucial for this role, ensure your application is free from spelling and grammatical errors. Write clearly and concisely, reflecting the skills required for the position.
Tailor Your Application: Customise your CV and cover letter to align with the job description. Mention how your skills and experiences relate to the responsibilities of a Complaints Officer, particularly in investigating cases and communicating outcomes.
Express Empathy and Customer Focus: In your application, convey your understanding of the importance of empathy in customer interactions. Share examples of how you've handled sensitive situations in the past, showcasing your customer-focused approach.
How to prepare for a job interview at BRC
✨Showcase Your Communication Skills
As a Complaints Officer, excellent written and verbal communication is key. Prepare to demonstrate your ability to convey complex information clearly and concisely during the interview. Consider bringing examples of past communications you've handled.
✨Demonstrate Empathy and Customer Focus
This role requires a customer-focused approach. Be ready to discuss how you handle difficult situations with empathy and professionalism. Share specific examples where you successfully resolved complaints or improved customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of scenarios where you had to investigate complaints or make tough decisions, and be prepared to explain your thought process and outcomes.
✨Familiarise Yourself with Relevant Policies
Understanding the policies and procedures related to complaints handling is crucial. Research the housing association's values and any relevant legislation. This knowledge will help you answer questions confidently and show your commitment to the role.
