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- Tasks: Lead a team to manage and resolve housing complaints effectively.
- Company: Join a respected social housing provider in Kent making a difference.
- Benefits: Enjoy hybrid working with 2 days from home and competitive pay.
- Why this job: Be part of a mission-driven team focused on tenant satisfaction and community impact.
- Qualifications: Experience in handling Stage 1 and 2 housing complaints is essential.
- Other info: This is a 12-month fixed-term contract with opportunities for growth.
The predicted salary is between 33600 - 50400 £ per year.
12 month FTC
Medway, Kent/ Hybrid
37 hours pw
£42,000 per annum
Hamilton Woods Associates have been engaged by a renowned social housing provider in Kent, to recruit to a Housing Senior Complaints Officer on a 12 month basis. The role offers 2 days home working, and 3 in their offices.
Responsibilities of the Senior Complaints Officer:
- Managing a team of x2 Complaints Investigators
- Managing stage 2 level housing complaints
- Following the Housing Ombudsman Complaint Handling Code
- Ensuring thorough and consistent investigations into complaints
- Providing formal written responses
- Providing clear and ongoing communication with tenants, MPs and stakeholders surrounding the complaints process
- Collating information and accurately updating systems
- Recording and following up on complaints
- Providing analysis and report findings to senior management on complaints and dissatisfaction
Requirements of the Senior Complaints Officer includes:
- Knowledge of Housing Ombudsman Complaint Handling Code
- Knowledge of resolving customer complaints
- Previous experience resolving Stage 1 and Stage 2 level complaints within a housing environment
Please apply now to express your interest, or contact Bethan Hall at Hamilton Woods Associates for further information.
Senior Complaints Officer employer: Hamilton Woods
Contact Detail:
Hamilton Woods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in interviews but also demonstrate your commitment to effective complaint resolution.
✨Tip Number 2
Network with professionals in the housing sector, especially those who have experience in complaints management. Engaging with them can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully resolved Stage 1 and Stage 2 complaints in previous roles. This will showcase your practical experience and problem-solving skills.
✨Tip Number 4
Research the social housing provider's values and recent news. Tailoring your conversation to align with their mission can set you apart and show that you're genuinely interested in the organisation.
We think you need these skills to ace Senior Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Senior Complaints Officer position. Make sure you highlight your relevant experience in managing complaints and knowledge of the Housing Ombudsman Complaint Handling Code.
Tailor Your CV: Customise your CV to reflect your experience in resolving Stage 1 and Stage 2 level complaints within a housing environment. Use specific examples that demonstrate your ability to manage a team and provide thorough investigations.
Craft a Strong Cover Letter: Write a compelling cover letter that outlines your passion for the role and how your skills align with the responsibilities mentioned. Emphasise your communication skills and experience in liaising with tenants, MPs, and stakeholders.
Proofread Your Application: Before submitting your application, ensure that all documents are free from errors. A well-presented application reflects your attention to detail, which is crucial for a Senior Complaints Officer.
How to prepare for a job interview at Hamilton Woods
✨Know the Housing Ombudsman Complaint Handling Code
Familiarise yourself with the Housing Ombudsman Complaint Handling Code before the interview. Be prepared to discuss how you have applied this knowledge in previous roles, especially in managing complaints.
✨Demonstrate Leadership Skills
As a Senior Complaints Officer, you'll be managing a team. Highlight your leadership experience and provide examples of how you've successfully led teams in resolving complaints or improving processes.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific instances where you resolved complex complaints and be ready to explain your thought process and outcomes.
✨Showcase Your Communication Skills
Effective communication is key in this role. Prepare to discuss how you maintain clear communication with tenants, stakeholders, and senior management, and provide examples of how you've handled difficult conversations.
