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- Tasks: Manage and investigate customer complaints with a focus on resolution and trust-building.
- Company: Join a compassionate and accountable organisation dedicated to exceptional service.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Why this job: Make a real difference by helping customers and improving services.
- Qualifications: GCSEs in Maths and English, complaint handling experience, and a full UK driving licence.
- Other info: Opportunity for career growth in a friendly and professional team.
The predicted salary is between 36720 - 40992 £ per year.
Hours: 37 hours per week (to be worked flexibly in line with business needs)
Salary: £36,720.00 per annum (Plus Casual User Mileage Allowance)
Location: Based at Gadbrook Park, Northwich. Working across core locations such as Warrington and Cheshire. Flexibility to work from a variety of places including our office at Gadbrook Park, Northwich and home (dependent on the job role and the needs of our customer, our organisation and our teams).
Are you looking for an exciting opportunity working as part of a professional, engaged, and friendly organisation? Our values are Compassionate, Accountable, Respectful and Exceptional; we are constantly striving to demonstrate these values in our day to day working environment and culture.
The Opportunity: Weaver Vale Housing Trust has two exciting opportunities for someone who is looking to develop their career with a great company. We are looking for two driven, diligent, and friendly Complaints Liaison Officers to join our Customer Voice Team.
What Will You Do?
- Ensure that all complaints are handled with a person-centred approach, meeting the obligations of the Trust’s Complaints, Compensation and Redress Policies and the Housing Ombudsman (HO) Complaint Handling Code.
- Proactively manage and investigate an allocated caseload of customer complaints and MP/Councillor enquiries within agreed timescales and quality standards.
- Identify the appropriate resolutions that enable the Trust to build trust with customers by resolving complaints and making recommendations which enable the Trust to learn from complaints.
Minimum Requirements For This Role:
- At least four grade GCSE 4-9 / A* - C (Maths and English) or equivalent level of qualification.
- Full UK driving licence.
- Experience of working in a complaint handling environment.
- Working in a customer focused environment.
- Experience of responding to complaints in person and in writing.
- Understanding the role of the Housing Ombudsman Service.
- Awareness of the Housing Ombudsman’s Complaint Handling Code.
This role will require the successful candidate to undergo a DBS check. Due to the nature of the role, a full current driving license and access to a car is essential. In line with the Trust’s Disclosure & Barring Policy, please confirm WITHIN YOUR APPLICATION if you have any current convictions under the Rehabilitation of Offenders Act 1974. Applicants will be subject to a DBS check. Additionally, due to the flexible working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.
Benefits:
- Competitive salary.
- Generous annual leave entitlement - 24-29 days (entitlement increases 1 day each year, over the first 5 years) plus UK public holidays.
Complaint Liaison Officer (Permanent) in Warrington employer: Gadbrook Park BID
Contact Detail:
Gadbrook Park BID Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Liaison Officer (Permanent) in Warrington
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Weaver Vale Housing Trust is all about being Compassionate, Accountable, Respectful, and Exceptional, so think of examples that showcase how you embody these traits.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to complaint handling. Show us how you can manage complaints with a person-centred approach and demonstrate your problem-solving skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at Weaver Vale Housing Trust.
We think you need these skills to ace Complaint Liaison Officer (Permanent) in Warrington
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the values and requirements mentioned in the job description. Highlight your experience in complaint handling and customer service, as this will show us you’re a great fit for the role.
Showcase Your Skills: Don’t just list your qualifications; demonstrate how they relate to the position. Use specific examples from your past experiences that showcase your ability to handle complaints effectively and compassionately.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your writing is easy to read. This will help us understand your qualifications quickly.
Apply Through Our Website: We encourage you 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’s super easy!
How to prepare for a job interview at Gadbrook Park BID
✨Know the Company Values
Before your interview, take some time to understand the values of Weaver Vale Housing Trust: Compassionate, Accountable, Respectful, and Exceptional. Think about how you can demonstrate these values through your past experiences and be ready to share specific examples.
✨Prepare for Scenario Questions
As a Complaint Liaison Officer, you'll need to handle various customer complaints. Prepare for scenario-based questions by thinking of situations where you successfully resolved complaints or managed difficult conversations. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with Relevant Policies
Make sure you have a good understanding of the Trust’s Complaints, Compensation and Redress Policies, as well as the Housing Ombudsman’s Complaint Handling Code. Being able to discuss these policies in your interview will show that you're serious about the role and understand its requirements.
✨Show Your Customer Focus
This role is all about putting customers first. Be prepared to talk about your experience in customer-focused environments and how you've gone above and beyond to ensure customer satisfaction. Highlight any specific achievements that demonstrate your commitment to excellent service.