Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate and resolve customer complaints with a focus on exceptional service.
- Company: Join a dedicated team in a supportive housing solutions environment.
- Benefits: Hybrid working, competitive salary, and opportunities for personal development.
- Why this job: Make a real difference by helping customers navigate their complaints effectively.
- Qualifications: Experience in complaint resolution and strong communication skills required.
- Other info: Dynamic role with a focus on personal growth and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Overview of the Housing Complaints / Resolutions Officer Role:
- Repairs investigation and written formal complaint responses.
- Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries.
- Hybrid Working Perm Role - 1/2 days a week in the office.
We 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 customer.
- Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, understanding that Stage 2 is the final stage for resolution.
- Acknowledge and resolve complaints by leading on high quality responses.
- Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
Key skills:
- Handling large case loads.
- Liaising with Solicitors/Contractors.
- Accountable 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 development.
- Excellent PC skills including Microsoft Word and Excel.
- Excellent verbal and writing skills.
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
Network like a pro! Reach out to people in the housing sector, especially those who work in complaints resolution. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling. Think about your past experiences and how they relate to the role. We want you to shine when discussing your problem-solving skills!
✨Tip Number 3
Showcase your communication skills! Whether it’s through a video call or in-person, make sure you articulate your thoughts clearly. Remember, as a Complaints Investigator, your ability to communicate effectively is key.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints /Resolution Officer (Housing Solutions)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints/Resolution Officer role. Highlight your experience in handling complex complaints and showcase your exceptional communication skills. We want to see how you can bring your unique flair to our team!
Showcase Your Investigation Skills: In your written application, emphasise your ability to conduct thorough investigations and resolve issues effectively. Use specific examples from your past experiences to demonstrate how you've successfully managed complaints and met regulatory deadlines. We love a good story!
Keep It Professional Yet Personal: While we appreciate a friendly tone, remember to maintain professionalism in your writing. Show us your personality, but also ensure that your application reflects your commitment to providing excellent customer service. We’re all about that balance!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Daniel Owen Ltd
✨Know Your Complaints Process
Familiarise yourself with the complaints process and regulatory timescales relevant to the role. Be prepared to discuss how you would handle complex complaints and what steps you would take to ensure a fair resolution.
✨Showcase Your Communication Skills
Since excellent verbal and written communication skills are crucial, practice articulating your thoughts clearly. Consider preparing examples of how you've effectively communicated with customers in previous roles, especially in challenging situations.
✨Demonstrate Ownership and Accountability
Be ready to explain how you take ownership of cases from start to finish. Share specific instances where you managed a complaint through to resolution, highlighting your commitment to keeping customers informed throughout the process.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you resolved complaints or improved customer service, and be ready to discuss the outcomes and what you learned from them.
