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- Tasks: Lead a team to manage and resolve housing complaints effectively.
- Company: Join a respected social housing provider making a difference in Kent.
- Benefits: Enjoy hybrid working with 2 days from home and competitive pay.
- Why this job: Be part of a mission-driven team focused on tenant satisfaction and community impact.
- Qualifications: Experience in handling housing complaints and knowledge of the Ombudsman Code required.
- Other info: This is a 12-month fixed-term contract with opportunities for growth.
The predicted salary is between 36000 - 48000 £ per year.
12 month FTC
Medway, Kent/ Hybrid
37 hours pw
£42,000 per annum
Hamilton Woods Associates have been engaged by a renowned social housing provider in Kent, to recruit to a Housing Senior Complaints Officer on a 12 month basis. The role offers 2 days home working, and 3 in their offices.
Responsibilities of the Senior Complaints Officer:
- Managing a team of x2 Complaints Investigators
- Managing stage 2 level housing complaints
- Following the Housing Ombudsman Complaint Handling Code
- Ensuring thorough and consistent investigations into complaints
- Providing formal written responses
- Providing clear and ongoing communication with tenants, MPs and stakeholders surrounding the complaints process
- Collating information and accurately updating systems
- Recording and following up on complaints
- Providing analysis and report findings to senior management on complaints and dissatisfaction
Requirements of the Senior Complaints Officer includes:
- Knowledge of Housing Ombudsman Complaint Handling Code
- Knowledge of resolving customer complaints
- Previous experience resolving Stage 1 and Stage 2 level complaints within a housing environment
Please apply now to express your interest.
Senior Complaints Officer employer: Click To Hired
Contact Detail:
Click To Hired Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in interviews but also demonstrate your commitment to effective complaint resolution.
✨Tip Number 2
Highlight your experience in managing complaints, especially at Stage 2 level. Be prepared to discuss specific examples of how you've successfully resolved complex issues in a housing environment.
✨Tip Number 3
Showcase your leadership skills by discussing your experience managing teams. Talk about how you’ve supported and developed team members in handling complaints effectively.
✨Tip Number 4
Prepare to discuss your communication strategies with tenants and stakeholders. Being able to articulate how you maintain clear and ongoing communication will set you apart from other candidates.
We think you need these skills to ace Senior Complaints Officer
Some tips for your application 🫡
Understand the Role: Familiarise yourself with the responsibilities of a Senior Complaints Officer. Highlight your experience in managing complaints, particularly at Stage 2, and ensure you understand the Housing Ombudsman Complaint Handling Code.
Tailor Your CV: Customise your CV to reflect your relevant experience in housing complaints management. Emphasise your leadership skills, especially in managing teams and resolving complex complaints.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the complaints process. Mention specific examples of how you've successfully handled complaints in the past.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and concise.
How to prepare for a job interview at Click To Hired
✨Know the Housing Ombudsman Complaint Handling Code
Familiarise yourself with the Housing Ombudsman Complaint Handling Code before the interview. Be prepared to discuss how you have applied this knowledge in previous roles, as it will demonstrate your understanding of the standards expected in managing complaints.
✨Showcase Your Leadership Skills
As a Senior Complaints Officer, you'll be managing a team. Highlight your leadership experience and provide examples of how you've successfully led teams in resolving complaints. This will show that you can effectively manage and motivate your team.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific examples from your past experiences where you resolved complex complaints, and be ready to explain your thought process.
✨Communicate Clearly and Confidently
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. During the interview, ensure you listen carefully to questions and respond thoughtfully, demonstrating your ability to communicate with tenants and stakeholders.
