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- Tasks: Resolve customer complaints with empathy and professionalism, ensuring timely and fair outcomes.
- Company: Join a leading housing organisation dedicated to improving customer service.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Hybrid work model with a supportive team environment.
- Why this job: Make a real difference by turning challenges into positive experiences for customers.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 30264 - 37830 £ per year.
Location: Hybrid linked to Penge - Hawthorn Centre or Maidstone - County Gate
Salary: Penge - £30,264 - £37,830 per annum / Maidstone - £27,679 - £34,599 per annum
Hours: 36 hours per week - flexible options considered
Contract Type: 9-month fixed term contracts and 12 month fixed term contracts
We're looking for multiple Customer Complaints Specialists who are passionate about making things right for our customers. In this role, you'll be the first point of call for resolving concerns quickly, fairly, and with empathy, making sure every case is handled in line with Clarion's policies, the Housing Ombudsman Complaint Handling Code, and the Regulator of Social Housing's Consumer Regulations.
Your work will play a big part in maintaining strong customer relationships, improving service quality, and ensuring every response is timely, professional, and understanding. You will bring experience of managing and resolving complaints in a regulated environment, ideally within housing, and the confidence to navigate even the most sensitive conversations with care.
Your exceptional communication skills will help you listen, reassure, and guide customers towards fair and positive outcomes. Alongside this, you'll have the problem‑solving and investigative abilities to dig into root causes and recommend lasting solutions. Organisation will be key, as you'll manage a high caseload while keeping every detail accurate and every deadline met.
You'll also be comfortable using CRM systems, fully aware of data protection requirements, and confident in producing clear, effective written communication across a variety of formats. Most importantly, you'll bring empathy, professionalism, and the determination to turn a challenging situation into a positive experience for our customers.
Please review the full role profile and Behaviours. Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
Customer Complaints Specialist in Kent employer: Clarion Housing Group
Contact Detail:
Clarion Housing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Specialist in Kent
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector or customer service roles. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling. Think about your past experiences and how they align with the role. We want you to showcase your empathy and problem-solving skills!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It shows professionalism and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Customer Complaints Specialist in Kent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Complaints Specialist role. Highlight your experience in managing complaints and your ability to communicate effectively, as these are key skills we’re looking for.
Showcase Your Empathy: In your written application, don’t forget to demonstrate your empathy and understanding. Share examples of how you've turned challenging situations into positive outcomes for customers, as this aligns perfectly with our values at StudySmarter.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We want to see your communication skills shine through, so make every word count!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Clarion Housing Group
✨Know Your Stuff
Before the interview, make sure you understand Clarion's policies and the Housing Ombudsman Complaint Handling Code. Brush up on your knowledge of customer complaints management in a regulated environment, especially within housing. This will show that you're not just interested in the role but also committed to doing it right.
✨Showcase Your Empathy
During the interview, be ready to share examples of how you've handled sensitive conversations in the past. Highlight your ability to listen and reassure customers, as this is crucial for a Customer Complaints Specialist. Use specific scenarios where you turned a negative experience into a positive one.
✨Demonstrate Problem-Solving Skills
Prepare to discuss how you've identified root causes of complaints and implemented lasting solutions. Think of instances where your investigative abilities made a difference. This will illustrate your proactive approach and ability to manage a high caseload effectively.
✨Communicate Clearly
Practice your communication skills before the interview. Be ready to explain complex issues in simple terms, as you'll need to do this with customers. Also, ensure you can articulate your thoughts clearly in writing, as effective written communication is key in this role.