At a Glance
- Tasks: Lead and coordinate customer complaint investigations, ensuring clear communication throughout.
- Company: Join Freebridge Community Housing, dedicated to providing quality homes for all.
- Benefits: Enjoy a competitive salary, generous holiday leave, and health support.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference by improving customer experiences in social housing.
- Qualifications: Experience in customer service and complaint handling is essential.
The predicted salary is between 27020 - 33024 £ per year.
We have a great opportunity for a Customer Complaints Handler to join our team. You’ll lead and coordinate complaint investigations from start to finish, keeping customers informed every step of the way and helping us learn and improve as a business.
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our customers' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living.
At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
Requirements Outline of key responsibilities:
- Managing formal complaints received through any channel, taking ownership from start to finish and providing a professional response in line with the Housing Ombudsman’s Complaint Handling Code.
- Keeping customers informed throughout, delivering a fair and consistent service and giving due consideration to compensation where relevant and within your authorisation levels.
- Investigating complaints with support from relevant departments and service managers, compiling clear, customer-focused responses, aiming for early resolution where possible and making sure all communications are fully documented.
- Compiling Stage 1 letters and responses in line with Ombudsman guidelines, making sure they are concise, legally compliant, address the complainant’s issues and clearly explain our position and decision.
- Proactively managing your own caseload, using your initiative to handle complex cases and potentially difficult situations with a diplomatic, resolution-focused approach.
- Helping to change how complaints are seen and experienced, delivering excellent customer service and making sure the customer journey is smooth and communication is clear throughout.
We are looking for someone who has:
- A background in customer service, or experience gained in a customer service environment.
- Experience in complaint handling and the relevant legal framework.
- Experience working with a range of customers, including an understanding of the needs of social housing customers.
- A track record of delivering against targets and deadlines.
- A working knowledge of MS Office, especially Word, Excel and Outlook.
Benefits:
- An Annual Salary of: £30,273.75.
- Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
- Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
- Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
- Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
- Charitable Leave: One day per year to volunteer for a cause you care about.
- Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
- Pension Scheme: A great pension scheme with generous employer contributions (up to 12%).
Diversity & Inclusion: Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.
We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible.
Customer Complaints Handler employer: Freebridge Community Housing
Freebridge Community Housing is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to community values, we foster a collaborative work culture that encourages innovation and professional growth. Located in a vibrant area, we offer competitive benefits and the opportunity to make a meaningful impact on financial sustainability within the housing sector.
Contact Details:
Freebridge Community Housing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Freebridge Community Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Freebridge Community Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Complaints Handler
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Freebridge Community Housing:Your cover letter is your chance to shine! Tell us why you want to work at Freebridge Community Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Freebridge Community Housing!
How to prepare for a job interview at Freebridge Community Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
