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For Companies At a Glance
- Tasks: Manage and investigate complaints, ensuring timely responses and compliance.
- Company: Join a reputable housing association dedicated to improving community living standards.
- Benefits: Enjoy a competitive salary with potential for remote work and professional development.
- Why this job: Make a real impact by resolving issues and enhancing customer satisfaction in housing.
- Qualifications: Experience in complaint handling, preferably in social housing; strong communication skills required.
- Other info: This is a 6-month contract role based in Cambridgeshire.
The predicted salary is between 25000 - 31000 ÂŁ per year.
Castlefield Recruitment are currently recruiting a Complaints Officer for a housing association based in Cambridgeshire. This is on an initial 6-month contract, paying ÂŁ29,000 - ÂŁ31,000 per annum.
The role:
- Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation.
- Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout.
- Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures.
- Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate.
- Ensure all actions and interventions are recorded within the Case Management System.
What you need:
- Experience of working in complaint handling, preferably within social housing or a similar regulated environment.
- Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper.
- Good verbal and written communication skills.
Complaints Officer employer: Castlefield Recruitment
Contact Detail:
Castlefield Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code. Understanding this will not only help you in interviews but also demonstrate your commitment to effective complaint resolution.
✨Tip Number 2
Network with professionals in the social housing sector. Attend relevant events or join online forums to connect with others who can provide insights and potentially refer you to opportunities.
✨Tip Number 3
Prepare for situational interview questions by thinking of specific examples from your past experience where you successfully managed complaints. This will showcase your problem-solving skills and ability to handle difficult situations.
✨Tip Number 4
Research the housing association you’re applying to. Understanding their values, mission, and recent news will allow you to tailor your conversation during interviews and show that you’re genuinely interested in the role.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Complaints Officer position. Tailor your application to highlight relevant experience in complaint handling, especially within social housing.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles where you managed complaints or worked in a regulated environment. Use specific examples to demonstrate your skills in investigation and communication.
Showcase Your Knowledge: Mention your familiarity with the Housing Ombudsman’s Complaint Handling Code and the Government’s Social Housing White Paper. This shows that you are well-informed and prepared for the role.
Proofread Your Application: Before submitting, make sure to proofread your application for any spelling or grammatical errors. Clear and concise communication is crucial for this role, so ensure your written materials reflect that.
How to prepare for a job interview at Castlefield Recruitment
✨Know Your Complaints Handling Codes
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code and the Government’s Social Housing White Paper. Being able to discuss these in detail will show your understanding of the regulatory framework and demonstrate your commitment to effective complaint resolution.
✨Showcase Your Communication Skills
As a Complaints Officer, strong verbal and written communication skills are essential. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations. This will highlight your ability to manage complaints professionally.
✨Demonstrate Your Investigative Skills
Be ready to discuss your approach to investigating complaints. Share specific examples where you successfully managed a caseload, detailing how you ensured compliance with procedures and timelines. This will illustrate your organisational skills and attention to detail.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential complaints you might encounter in this role and how you would handle them. This preparation will help you respond confidently and effectively during the interview.
