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- Tasks: Handle housing complaints with empathy and professionalism, ensuring timely resolutions.
- Company: Join a supportive team in a hybrid work environment.
- Benefits: Flexible working hours, competitive pay, and opportunities for personal growth.
- Other info: Great chance to learn and grow in a dynamic role.
- Why this job: Make a real difference in residents' lives while developing your communication skills.
- Qualifications: Strong written communication skills and a customer-first mindset.
The predicted salary is between 30000 - 40000 £ per year.
HYBRID – in office Monday, Tuesday and Wednesday. WFH Thursday and Friday.
- Draft clear, accurate, and timely acknowledgement letters for all incoming housing complaints, setting expectations on process, timescales, and next steps.
- Log and categorise complaints correctly within internal systems, ensuring all relevant details and supporting evidence are captured from the outset.
- Investigate Stage 1 complaints thoroughly by reviewing case histories, tenancy records, policies, and correspondence to establish facts.
- Liaise with internal teams, contractors, and stakeholders to gather information and resolve issues promptly at Stage 1.
- Produce high-quality Stage 1 response letters that are clear, concise, empathetic, and aligned with policy and regulatory standards.
- Apply a customer-first approach by recognising the impact on residents and offering practical, fair resolutions.
- Manage Stage 2 (escalated) complaints with enhanced scrutiny, ensuring independence and a fresh, unbiased review of the case.
- Identify any service failures, learning points, and areas for improvement during Stage 2 investigations.
- Draft detailed and well-reasoned Stage 2 responses, addressing all points raised and clearly explaining decisions and outcomes.
- Ensure all responses meet strict deadlines and comply with internal complaints procedures and regulatory requirements.
- Handle Members’ Enquiries (e.g., from MPs or councillors) with professionalism, ensuring accurate, sensitive, and timely responses.
- Coordinate with relevant departments to provide comprehensive updates and resolutions for Members’ Enquiries.
- Maintain a high standard of written communication, ensuring responses reflect organisational values and accountability.
- Respond to Housing Ombudsman queries, providing complete and well-documented case files within required timescales.
- Liaise with internal teams to gather evidence and ensure responses to the Ombudsman are accurate and transparent.
- Support investigations by demonstrating compliance with complaint handling procedures and highlighting learning outcomes.
- Maintain exceptional attention to detail across all casework, ensuring accuracy in records, correspondence, and reporting.
- Consistently produce professional, well-structured written responses with clear reasoning and appropriate tone.
- Prioritise customer satisfaction by actively listening, showing empathy, and aiming for early resolution wherever possible.
- Ensure confidentiality and data protection standards are upheld in all aspects of complaint handling.
RQ1728198(SJ) – Customer Support Officer (Housing Complaints) in London employer: Carrington Blake Recruitment
Contact Detail:
Carrington Blake Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land RQ1728198(SJ) – Customer Support Officer (Housing Complaints) in London
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and handle complaints. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of writing and responding to complaints, try drafting some sample letters or responses. This will not only boost your confidence but also demonstrate your ability to communicate clearly and empathetically.
✨Tip Number 3
Prepare for situational questions during the interview. Think about past experiences where you resolved complaints or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it gives you another chance to reiterate why you’d be a great fit for the Customer Support Officer position.
We think you need these skills to ace RQ1728198(SJ) – Customer Support Officer (Housing Complaints) in London
Some tips for your application 🫡
Be Clear and Concise: When drafting your application, make sure to keep it clear and to the point. We want to see your skills shine through without any fluff. Use straightforward language that reflects your understanding of the role.
Show Your Empathy: Since this role is all about handling complaints, it's crucial to demonstrate your empathetic approach in your application. Share examples of how you've resolved issues in the past while keeping the customer's feelings in mind.
Highlight Attention to Detail: Attention to detail is key for this position. Make sure to showcase your ability to log and categorise information accurately. We love seeing candidates who can provide examples of their meticulous work in previous roles.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Carrington Blake Recruitment
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities, especially around drafting letters and managing complaints. This will help you demonstrate how your skills align with their needs.
✨Showcase Your Communication Skills
Since this role requires high-quality written communication, prepare examples of your past work that highlight your ability to draft clear and concise responses. Bring along samples if possible, and be ready to discuss how you ensure empathy and professionalism in your writing.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific complaints or difficult situations. Think through potential scenarios related to housing complaints and practice your responses. This will show that you can think critically and apply a customer-first approach.
✨Demonstrate Attention to Detail
Attention to detail is crucial in this role. Be prepared to discuss how you ensure accuracy in your work, whether it’s logging complaints or drafting responses. You might even want to mention any tools or methods you use to maintain high standards in your documentation.