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- Tasks: Handle customer complaints and enquiries, ensuring excellent service and resolution.
- Company: Dynamic Housing Solutions team in the heart of London.
- Benefits: Hybrid working, competitive salary, and opportunities for personal development.
- Why this job: Make a real difference by resolving complex issues and improving customer experiences.
- Qualifications: Experience in complaint resolution and strong communication skills required.
- Other info: Long-term role with a supportive environment and career growth potential.
The predicted salary is between 36000 - 60000 £ per year.
Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries.
Location: City of London
Working Arrangement: Hybrid Working - 2 days a week in the office
Role Overview: We have a fantastic new job opportunity for a Stage 1 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. As the 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.
- 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) in London employer: Daniel Owen
Contact Detail:
Daniel Owen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints /Resolution Officer (Housing Solutions) in London
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work in complaints and resolutions. 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 complaint handling and customer service. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills! Bring examples of how you've successfully resolved complex complaints in the past. This will demonstrate your experience and commitment to providing excellent customer service.
✨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) in London
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 customer service skills. We want to see how you fit into our team!
Showcase Your Communication Skills: Since this role requires excellent verbal and written communication, don’t hold back! Use clear and concise language in your application. We love seeing candidates who can express themselves well, so let your personality shine through.
Demonstrate Case Ownership: In your application, give examples of how you've taken ownership of complaints in the past. We’re looking for someone who can manage cases from start to finish, so share your success stories and how you kept customers informed throughout the process.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Daniel Owen
✨Know Your Complaints Process
Familiarise yourself with the complaints handling process, especially Stage 1 investigations. Be ready to discuss how you would approach a complex complaint and what steps you would take to ensure resolution.
✨Showcase Your Communication Skills
Prepare examples that highlight your exceptional verbal and written communication skills. Think of situations where you effectively resolved issues through clear correspondence or phone interactions.
✨Demonstrate Ownership and Accountability
Be prepared to talk about times when you took ownership of a case from start to finish. Highlight how you kept stakeholders informed and ensured a high-quality resolution, showcasing your commitment to customer service.
✨Stay Calm Under Pressure
Think of scenarios where you had to manage a heavy caseload or deal with difficult customers. Share how you maintained composure and made informed decisions, as this will show your ability to handle the demands of the role.
