At a Glance
- Tasks: Investigate and resolve customer complaints, ensuring clear and fair responses.
- Company: Join a well-established housing organisation with a supportive team.
- Benefits: Competitive pay, hybrid work options, and valuable experience in complaint handling.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by improving customer experiences and service quality.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 37000 - 40000 € per year.
Contract: Temporary
Hours: 35 hours per week
Locations:
- London (Stratford area) - Hybrid 1 day per week
- Manchester (Trafford area) - Hybrid 1 day per week
Pay Rate:
- London: £18.07 per hour
- Manchester: £15.87 per hour
The Opportunity
Bridge Recruitment is currently recruiting experienced Resolutions Officers on behalf of a large and well-established housing organisation to support their Customer Relations team with a backlog of complaint cases. This role focuses on investigating and resolving customer complaints, ensuring responses are clear, fair, and compliant with complaint handling policies and the Housing Ombudsman Complaint Handling Code. You will manage your own caseload and work closely with internal teams to investigate issues and deliver high-quality written responses to customers. This is an excellent opportunity for someone with complaints handling experience, particularly within housing, public sector, or regulated environments.
Key Responsibilities:
- Manage and investigate a caseload of customer complaint cases
- Draft high-quality written responses, including formal complaint letters and emails
- Communicate with customers via telephone, email and virtual meetings
- Work with internal departments to gather information and support investigations
- Apply complaint handling frameworks and policies when drafting responses
- Ensure responses align with the Housing Ombudsman Complaint Handling Code
- Maintain accurate case records and documentation
- Identify trends within complaints and highlight potential service improvements
- Work in a fast-paced environment while meeting deadlines
About You
We are looking for candidates who have experience managing complaints cases, rather than general customer service queries. You will ideally have experience within housing, but candidates from other sectors with strong complaints investigation experience will also be considered.
Key Skills & Experience:
- Previous complaints handling or resolution experience
- Excellent written communication skills, with experience drafting formal responses
- Strong investigation and problem-solving skills
- Ability to manage multiple cases and competing priorities
- Confident communicating with customers and internal stakeholders
- Strong attention to detail and record keeping
- Comfortable working with multiple IT systems
Please apply with your updated CV.
Customer Complaints Officer in City of London employer: Bridge Recruitment UK Ltd
Bridge Recruitment is an exceptional employer, offering a supportive work culture that values employee growth and development. With flexible hybrid working options in vibrant locations like London and Manchester, employees benefit from a collaborative environment where their contributions to customer relations are recognised and rewarded. Join us to make a meaningful impact while enjoying competitive pay and the opportunity to enhance your skills in complaints handling within a well-established housing organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Officer in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or related fields. A friendly chat can lead to insider info about job openings that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common complaints handling scenarios. We recommend role-playing with a friend to nail down your responses and show off your problem-solving skills.
✨Tip Number 3
Don’t forget to showcase your written communication skills! Bring along examples of formal complaint letters or emails you’ve drafted in the past to demonstrate your expertise during interviews.
✨Tip Number 4
Apply through our website for the best chance at landing that Customer Complaints Officer role. We’re always on the lookout for passionate candidates who can handle complaints with care and professionalism!
We think you need these skills to ace Customer Complaints Officer in City of London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in complaints handling, especially if you've worked in housing or similar sectors. We want to see how your skills match the role, so don’t be shy about showcasing relevant achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about resolving customer complaints and how your previous experiences have prepared you for this role. Keep it concise but impactful!
Showcase Your Writing Skills:Since the role involves drafting high-quality written responses, make sure your application reflects your writing prowess. Use clear, professional language and pay attention to detail – it’s all about making a great first impression!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the info you need right there!
How to prepare for a job interview at Bridge Recruitment UK Ltd
✨Know Your Complaints Handling Frameworks
Familiarise yourself with the Housing Ombudsman Complaint Handling Code and any relevant policies. This will show that you understand the standards expected in the role and can apply them effectively during your interview.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully managed complaints. Be ready to discuss how you investigated issues, communicated with customers, and drafted responses. This will demonstrate your practical experience and problem-solving skills.
✨Showcase Your Communication Skills
Since the role involves a lot of written communication, practice articulating your thoughts clearly. You might even want to draft a sample complaint response to showcase your writing style and attention to detail during the interview.
✨Highlight Your Ability to Manage Caseloads
Be prepared to discuss how you prioritise and manage multiple cases simultaneously. Share strategies you use to stay organised and meet deadlines, as this is crucial for success in a fast-paced environment like this one.
