At a Glance
- Tasks: Manage customer complaints with empathy and thorough investigations.
- Company: Dynamic organisation in Birmingham focused on customer satisfaction.
- Benefits: £23.26 per hour, hybrid working, and valuable experience.
- Other info: Fast-paced environment with supportive team and excellent transport links.
- Why this job: Make a real impact on customer experience while developing your skills.
- Qualifications: Experience in complaint handling and managing multiple cases.
The predicted salary is between 23.26 - 23.26 £ per hour.
Complaints are a vital part of how organisations learn, improve, and deliver safe, high-quality services that customers can trust. We’re looking for an experienced Housing Complaints Officer (also referred to as a Customer Experience Officer) who thrives in a regulated, fast-paced environment. This role goes beyond simply resolving complaints - you’ll approach each case with empathy, take time to fully understand customer concerns, ask the right questions, collaborate with colleagues, and take ownership of the end-to-end complaint management process.
Please note - this is a temporary opportunity on a 3-month ongoing basis.
You’ll be responsible for:
- Managing customer complaints from start to finish once they escalate beyond the informal stage, often handling sensitive and complex issues.
- Conducting thorough, effective, and timely investigations into complaints of varying complexity.
- Maintaining clear and consistent communication with customers throughout the complaint process.
- Building strong relationships with a wide range of internal stakeholders to gather information and identify root causes.
- Producing high-quality outcome letters outlining findings and actions taken to resolve complaints.
This role offers the opportunity to make a meaningful impact on customer satisfaction and service improvement.
Proven experience in complaint handling within a regulated environment is required, along with experience managing a high volume of complaints end-to-end (typically 15-20 cases at varying stages and complexity).
This role is primarily office-based, with some flexibility to work from home depending on business needs.
You’ll receive an hourly rate of £23.26, alongside the flexibility of hybrid working, allowing a balance between home and office-based work. The role is based in a modern Birmingham City Centre office with excellent transport links, and offers the opportunity to gain valuable experience in a fast-paced, regulated environment while making a meaningful impact on customer experience within a supportive team.
Housing Complaints officer (Contract) in Birmingham employer: Hays
As a Housing Complaints Officer in Birmingham, you will join a dynamic team dedicated to enhancing customer satisfaction through effective complaint resolution. With a competitive hourly rate of £23.26 and the flexibility of hybrid working, this role not only allows you to balance your professional and personal life but also offers a chance to grow within a supportive environment that values your contributions. The modern office location in Birmingham City Centre, coupled with excellent transport links, ensures that you can thrive in a fast-paced, regulated setting while making a meaningful impact on service improvement.
