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- Tasks: Investigate and resolve customer complaints with a focus on exceptional service.
- Company: Join a dynamic team in the City of London with a hybrid working model.
- Benefits: Competitive pay at £28ph, flexible work environment, and potential for contract extension.
- Why this job: Make a real difference by helping customers navigate their complaints effectively.
- Qualifications: Experience in complaint resolution and strong communication skills are essential.
- Other info: Opportunity for personal growth in a supportive and fast-paced environment.
Overview Housing Complaints / Resolutions Officer RoleRepairs investigation and written formal complaint responsesResponsible for the handling of customer complaints, member and MP enquiries, statutory enquiriesHybrid Working Perm Role – 1 /2 days a week in the officeWe have a fantastic new job opportunity for a Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills.Working as the Complaints Investigator / Escalation Caseworker you will be part of a dedicated Complaints division and will be tasked with investigating and resolving all Stage 2 complaints, in a fair & impartial manner.As the Stage 2 Complaints Investigator / Escalation Caseworker you will have a sound understanding of the regulatory timescales, and deadlines, associated with complex complaint resolution, and will be required to take case ownership (until resolution) and conduct a comprehensive investigation, using all available information and documentation, including leading case reviews of the complaint process at Stage 1.Duties Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to the service standards and meeting the diverse needs of the customerDemonstrate a personal commitment and responsibility for providing a highly resolution-based service, understanding that Stage 2 is the final stage for resolutionAcknowledge and resolve complaints by leading on high quality responsesTake ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progressKey skills Handling large case loadsLiaising with Solicitors/Contractor\’sAccountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.Take responsibility for your own learning and developmentExcellent PC skills including Microsoft Word and ExcelExcellent verbal and writing skills
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Complaints /Resolution Officer (Housing Solutions) employer: Daniel Owen Ltd
Contact Detail:
Daniel Owen Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints /Resolution Officer (Housing Solutions)
✨Tip Number 1
Get to know the company! Research their values and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent verbal and written communication, consider doing mock interviews with friends or using online platforms to refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and possibly even a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about the opportunity!
We think you need these skills to ace Complaints /Resolution Officer (Housing Solutions)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to highlight your experience in handling complaints and resolutions. We want to see how your skills match the role, so don’t be shy about showcasing your customer service expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Stage 2 Complaints Investigator role. Share specific examples of how you've successfully resolved complex complaints in the past.
Showcase Your Communication Skills: Since excellent verbal and written communication skills are key for this role, make sure your application reflects that. Keep your language clear and professional, and double-check for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s quick and easy, and ensures your application gets to the right place without any hiccups. Don’t wait too long – apply ASAP!
How to prepare for a job interview at Daniel Owen Ltd
✨Know Your Complaints Process
Familiarise yourself with the complaints handling process, especially Stage 2 resolutions. Be ready to discuss how you would approach complex cases and what steps you would take to ensure a fair and impartial investigation.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your exceptional customer service abilities. Think of situations where you turned a negative experience into a positive one, demonstrating your commitment to resolution and customer satisfaction.
✨Demonstrate Your Communication Prowess
Since excellent verbal and written communication skills are crucial, practice articulating your thoughts clearly. You might be asked to explain how you would communicate with complainants, so have a few scenarios in mind.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills under pressure. Prepare by thinking through potential complaints you might encounter and how you would handle them, ensuring you can showcase your decision-making process.
