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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: Enjoy flexible working, competitive pay, and opportunities for growth.
- Other info: Gain valuable experience in complaint handling and customer service.
- 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) 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)
✨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 what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to customer support and complaint handling. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Tip Number 3
Prepare some thoughtful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company is the right fit for you. Think about asking about their approach to customer satisfaction or how they handle escalated complaints.
✨Tip Number 4
After your interview, don’t forget to send a thank-you email! It’s a great way to express your appreciation for the opportunity and reiterate your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace RQ1728198(SJ) – Customer Support Officer (Housing Complaints)
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 for others, showing that you truly care about customer satisfaction.
Highlight Attention to Detail: Attention to detail is key in this job. Make sure your application is free from typos and errors. We appreciate candidates who take the time to ensure their written communication is polished and professional.
Apply Through Our Website: We encourage you to apply directly 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 proactive and keen to join our team!
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 responsibilities of a Customer Support Officer dealing with housing complaints. Familiarise yourself with the key tasks like drafting acknowledgement letters and managing escalated complaints. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since this role requires exceptional written communication, prepare examples of how you've effectively communicated in previous positions. Bring along samples of your writing if possible, and be ready to discuss how you ensure clarity and empathy in your responses, especially when handling sensitive issues.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific situations related to housing complaints, such as managing a difficult customer or resolving a complex issue. Practising these scenarios will help you articulate your thought process and problem-solving skills.
✨Emphasise Your Attention to Detail
Attention to detail is crucial in this role, so be prepared to discuss how you ensure accuracy in your work. Share examples of how you've maintained high standards in documentation and correspondence, and explain your methods for double-checking your work to avoid errors.