At a Glance
- Tasks: Investigate complaints and turn negatives into positives for customers.
- Company: Join a dynamic organisation with an amazing culture in Derby.
- Benefits: Enjoy private healthcare, discounts, 25 days holiday, and flexible working.
- Other info: Be part of a supportive team with great career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong analytical skills and experience in customer complaints resolution.
The predicted salary is between 42343 - 42343 £ per year.
Can you turn a negative into a positive? We're looking for an exceptional investigator with an eye for detail and a natural talent for building relationships, to join our small, proactive Complaints Team. You'll be part of a wider Customer Experience team who will need your support to consistently deliver effortless experiences to our customers. You will be a driver of change by collating trend data and communicating findings to the business to inform service change preventing complaints from occurring, escalating, or reoccurring.
You're someone with a practical approach to problem solving who, no matter what the problem or medium, can communicate effectively, clearly, and accurately putting into practice those excellent Customer Complaints skills you've developed in your career so far. With your proven track record, you'll be adept at investigating stage 1 and 2 complaints and preparing information for the Housing Ombudsman. Futures will be the perfect platform to showcase your strong analytical and problem-solving skills.
- Adopt a fair and impartial approach to visiting customers in their homes to understand the complaint and collate any evidence.
- Ensure a fair, logical, and consistent approach to agreeing compensation in line with our policies and procedures.
- Take ownership of the complaint resolution from start to closure, ensuring that the customer is regularly kept informed of progress.
- Prepare high-level written complaint responses fit for scrutiny from the Housing Ombudsman Service.
- Keep accurate records and evidence of the investigation, compliance with the HOS Complaint Handling Code and correspondence with the customer on the relevant in-house systems.
- Prepare documentation requested by the Housing Ombudsman Service.
- Prepare detailed reports and share learnings from complaints to prevent repeat complaints from occurring including with the senior management team.
If you're successful, you'll be joining a dynamic organisation with an amazing culture. We offer competitive benefits that include private healthcare options, discount schemes and with a big emphasis on health and well-being. You'll have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing you're helping people and communities across our region to thrive.
Your weekly hours of work would be 37, Mon - Fri, paid monthly. You'll get 25 days holiday plus bank holidays and concessionary days holiday at Christmas. We also offer great flexibility around business needs. We're proud to be Investor in People Platinum award - the highest of IiP accreditation. The award recognises organisations which are passionate about making sure all employees get the best experience at work.
Please note we may contact candidates or close the vacancy prior to the closing date.
Salary: £42,343
Location: Derby, DE74 2SA
Complaints Resolution Lead, Derby in Alrewas employer: Futures Housing Group
Futures Housing Group is an excellent employer, offering a supportive work culture that prioritises quality and customer satisfaction. With 25 days of holiday plus bank holidays and additional concessionary leave over Christmas, we ensure our employees maintain a healthy work-life balance while providing opportunities for professional growth within the community-focused environment of Leabrooks.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Resolution Lead, Derby in Alrewas
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Futures Housing Group. 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 Futures Housing Group 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 Complaints Resolution Lead, Derby in Alrewas
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 Futures Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Futures Housing Group 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 Futures Housing Group!
How to prepare for a job interview at Futures Housing Group
✨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.
