Job Overview
Can you turn a negative into a positive?
We’re looking for two exceptional investigators 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 that consistently delivers 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 Service. Futures will be the perfect platform to showcase your strong analytical and problem solving skills.
Key Responsibilities
- 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.
Benefits
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 a strong 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, Monday – Friday, 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.
Complaints Resolution Lead 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.
