At a Glance
- Tasks: Handle housing complaints with empathy and professionalism, ensuring clear communication and timely resolutions.
- Company: Join Southwark Council, a supportive organisation dedicated to community welfare.
- Benefits: Hybrid work model, competitive pay, and opportunities for personal growth.
- Other info: Enjoy a dynamic work environment with a focus on learning and improvement.
- Why this job: Make a real difference in residents' lives while developing your customer service skills.
- Qualifications: Strong written communication skills and a passion for helping others.
The predicted salary is between 36500 - 36500 £ per year.
HYBRID – in office Monday, Tuesday and Wednesday. WFH Thursday and Friday.
Responsibilities
- 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.
- Ensure confidentiality and data protection standards are upheld in all aspects of complaint handling.
PAYE rate per hour: £17.54
RQ1747687(SJ) – Customer Support Officer [Complaints] – Southwark Council employer: Carrington Blake Recruitment
Southwark Council is an excellent employer that prioritises a supportive and inclusive work culture, offering hybrid working arrangements that promote work-life balance. Employees benefit from comprehensive training and development opportunities, enabling them to grow within their roles while making a meaningful impact on the community. With a strong focus on customer service and accountability, working here means being part of a dedicated team committed to improving residents' lives.
Contact Details:
Carrington Blake Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land RQ1747687(SJ) – Customer Support Officer [Complaints] – Southwark Council
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carrington Blake Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carrington Blake Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace RQ1747687(SJ) – Customer Support Officer [Complaints] – Southwark Council
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carrington Blake Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Carrington Blake Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carrington Blake Recruitment!
How to prepare for a job interview at Carrington Blake Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
