At a Glance
- Tasks: Support customers with complaints and help resolve issues effectively.
- Company: Join a leading social housing organisation committed to customer satisfaction.
- Benefits: Fully remote work, competitive pay, and potential for contract extension.
- Other info: Work in a supportive team with a focus on equality and inclusion.
- Why this job: Make a real difference by helping people and improving their housing experience.
- Qualifications: Experience in customer service or complaints, ideally in housing.
Fully remote, 37.5 hours per week, 3 month contract, potential for extension, £13.45 per hour plus holiday pay.
We are currently recruiting for a Housing Complaints Administrator, working from home, for an initial 3 month contract, for one of our key Social Housing clients.
As a Housing Complaints Administrator, you will be responsible for speaking to customers who want to make a complaint and supporting the team with administrative tasks. You will gather relevant information about the nature of the complaint, logging all information correctly and passing on information to the Complaints Officers. The role ensures that customers are contacted in a timely manner and that their concerns are resolved in a way that restores confidence and improves satisfaction.
Key Duties will include:
- Support the Resolution Team to manage and respond to customer complaints in a timely, effective and empathetic way – aiming to resolve issues at the earliest opportunity.
- Speak to customers wishing to make a complaint with the aim of understanding concerns and where possible resolving issues.
- Take the details of complaints and log them in line with Complaints Team processes, this will include acknowledging complaints.
- Gather information and evidence to support Caseworkers in complaint investigations and Housing Ombudsman cases.
- Work in accordance with internal policies and the Housing Ombudsman Complaint Handling Code.
- Use the compensation policy to make sound judgements about compensation awarded.
- Maintain accurate records of complaints, resolutions, and customer interactions.
- Support the Complaints Team in monitoring commitments and administratively closing complaints once actions have been completed.
- Communicate clearly and professionally with customers, acting as a role model in delivering a customer-focused service.
Experience / Knowledge required:
- Experience in customer service or complaints, ideally in the housing sector.
- An awareness of the Complaint Handling Code.
- Ability to work with contractors to secure timely and effective resolutions.
- Ability to work collaboratively with colleagues to prioritise complaints within their own caseload and act as a champion for early resolution.
- Good communication and interpersonal skills.
- Ability to manage sensitive and challenging situations with professionalism.
- Good organisational and administrative skills.
- Commitment to equality, diversity, and inclusion.
- IT literacy and familiarity with case management systems.
If you are interested in the Housing Complaints Administrator role, please contact specialist Social Housing Recruiter, Mark Grove, on (phone number removed) or apply via this site.
Housing Complaints Administrator employer: BRC
Join a dynamic Property Services Team in Hampshire, where your skills as a Plasterer will be valued and rewarded. Our company fosters a supportive work culture that prioritises customer satisfaction and employee growth, offering ongoing training and development opportunities. Enjoy the benefits of a permanent role with a focus on quality workmanship and a commitment to health and safety, all while working in a collaborative environment that encourages open communication and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaints Administrator
✨Get Involved in Local Volunteering
Dive into some local volunteering opportunities! Nonprofits often look for temp workers who have a connection to the community they serve. By getting involved, you not only gain experience but also make valuable contacts in the sector.
✨Tap into Nonprofit Networks
Use platforms like Idealist or local nonprofit job boards to find temporary gigs. These spaces are buzzing with opportunities specifically tailored for social impact projects, making it easier for us to spot the ideal role at companies like BRC!
✨Attend Sector-Specific Events
Join meetings, workshops, or talks hosted by organisations in the nonprofit realm. These events are perfect for making connections and learning about temporary roles that might not be widely advertised. Plus, you can showcase your passion for social impact right there!
✨Don’t Forget Online Applications!
When you spot a temporary role at BRC that piques your interest, go ahead and apply through their website! Tailor your message to highlight how your skills align with their mission – it shows you care about the cause, which is key in this field.
We think you need these skills to ace Housing Complaints Administrator
Some tips for your application 🫡
Show Your Passion for Social Impact:In the world of nonprofits, it's all about the passion and commitment to making a difference. Make sure your cover letter speaks genuinely about why you're excited about this role at BRC. Share any experiences you've had with social impact projects or volunteering — it shows you live and breathe the cause!
Highlight Relevant Experience and Skills:For a temporary position in the nonprofit sector, focus on showcasing any specific skills or experience related to project management, community engagement, or fundraising. List any relevant work or volunteer roles on your CV, and consider including quantifiable achievements that demonstrate your impact in previous positions.
References from the Sector:Including references from previous roles in the nonprofit world can really bolster your application. If you've worked on similar social-impact projects before, ask those colleagues or supervisors if they'd be willing to vouch for your skills. This adds credibility and shows you're trusted in the sector, which can be a big plus for BRC.
Be Ready for a Quick Turnaround:Since this role is temporary, let your interest shine through in your application! Mention in your cover letter your availability to start immediately or at short notice. It shows you're keen and ready to dive right into the exciting work at BRC!
How to prepare for a job interview at BRC
✨Show Your Passion for the Cause
When interviewing for a role in the non-profit sector, especially for a temporary position, it's crucial to convey your genuine passion for social impact. Discuss why the mission of BRC resonates with you and share personal experiences that reflect your commitment to similar causes.
✨Demonstrate Your Flexibility and Adaptability
Non-profit projects often require quick pivots and resourcefulness. Be ready to share examples from your past where you've adapted to changing circumstances or tackled unexpected challenges. This will show your potential as a valuable, nimble team member for the Housing Complaints Administrator position.
✨Know Your Community Tools
Familiarise yourself with any tools or platforms that are widely used in the non-profit sector like project management software or stakeholder engagement tools. Show your readiness to hit the ground running in your temporary role by discussing any experience you have with these or similar platforms.
✨Be Prepared for Scenario-Based Questions
Expect to field scenario-based questions during your interview to assess your problem-solving skills in real-world situations. Think about how you would handle challenges typical of the non-profit sector, such as engaging with diverse stakeholders or managing project timelines effectively.
