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For Companies At a Glance
- Tasks: Manage complaints and enhance resident experiences through effective communication and data analysis.
- Company: Join a well-established housing association in Bristol focused on tenant engagement and satisfaction.
- Benefits: Enjoy a supportive work environment with opportunities for community involvement and professional growth.
- Why this job: Make a real impact by ensuring residents' voices are heard and services are improved.
- Qualifications: A-level education, experience in complaints handling, and strong customer service skills required.
- Other info: Evening and weekend work may be necessary; driving license preferred.
The predicted salary is between 30000 - 42000 £ per year.
Brand-new FTC opportunity working in Bristol
Your new company
Your new company is a well-established housing association based in Bristol who are actively looking to engage with experienced housing professionals who have a background in dealing with complaints and working closely with tenants and internal surveying/maintenance teams.
Your new role
The Resident Experience and Insight Team is the centre point for your new employer for incoming and outgoing contact with our residents focussing on resolution of any customer queries. It is the first point of contact for all customers to provide a ‘one-stop shop’ approach to answering all enquiries wherever possible via the methods of communication chosen by our customers, including telephone, reception, email, text, social media and web-based service requests. The team focusses on a proactive approach, which ensures resident and community engagement is the number one priority on a daily basis. Ensuring the residents’ voices are understood and empowered to drive operational and strategic delivery of services.
In summary, the role requires the successful candidate to provide customer-focused and quality service in support of a robust Customer Feedback service, including timely coordination of complaints.
Key Responsibilties
Specific Requirements
Candidates who are interested in the position require the following:
Essential requirements
- Educated to A level standard or equivalent.
- Experience in complaints handling/ administration.
- Knowledge and experience of working in a customer-focused environment.
- Experience of dealing with customers in stressful situations.
- Experience of utilising data systems, processing data and updating records in written and numerical format.
- Knowledge and experience of providing administrative services to a high standard.
- Strong administration skills.
- Highly organised
- The ability to communicate clearly and accurately with a wide range of internal and external customers.
- The ability to put the customers’ needs at the centre of service provision and a commitment to problem-solving and customer care.
- Excellent IT skills and ability to use Microsoft Office packages, including Excel, Word, PowerPoint and Teams.
- The ability to work in a team as well as on their own initiative.
- Ability to prioritise work and work to tight deadlines.
Desirable Requirements
- Any social-housing related qualification.
- Any administration qualification
- .Experience of working within the social housing sector or similar
- Valid UK Driving License
What you need to do now
If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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Complaints Surveyor employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Surveyor
✨Tip Number 1
Familiarize yourself with the specific complaints management processes and policies used in housing associations. Understanding these frameworks will help you demonstrate your knowledge during the interview.
✨Tip Number 2
Highlight any experience you have in customer service, especially in stressful situations. Be ready to share examples of how you've successfully resolved complaints or improved customer experiences.
✨Tip Number 3
Showcase your IT skills, particularly with data systems and Microsoft Office. Being able to discuss how you've used these tools to manage complaints or analyze data will set you apart.
✨Tip Number 4
Demonstrate your commitment to resident engagement and community development. Be prepared to discuss any relevant experiences or ideas you have for improving resident involvement in the complaints process.
We think you need these skills to ace Complaints Surveyor
Some tips for your application 🫡
Tailor Your CV: Make sure to customize your CV to highlight your experience in complaints handling and customer service. Use specific examples that demonstrate your ability to manage complaints effectively and work with diverse teams.
Craft a Strong Cover Letter: Write a cover letter that reflects your understanding of the role and the company. Emphasize your commitment to customer care and problem-solving, and mention any relevant experience in the social housing sector.
Highlight Relevant Skills: In your application, clearly outline your strong administration skills, IT proficiency, and ability to communicate effectively. Mention your experience with data systems and how you have used them to improve customer experiences.
Showcase Your Teamwork: Provide examples of how you have successfully worked in a team environment. Highlight any instances where you collaborated with others to resolve customer issues or improve processes.
How to prepare for a job interview at Hays
✨Showcase Your Customer Service Skills
Make sure to highlight your experience in handling complaints and providing excellent customer service. Share specific examples of how you've resolved issues in the past, especially in stressful situations.
✨Demonstrate Your Organizational Abilities
Since the role requires strong administration skills, be prepared to discuss how you prioritize tasks and manage your time effectively. Mention any tools or methods you use to stay organized.
✨Familiarize Yourself with IT Systems
The job involves using integrated IT systems for logging and tracking complaints. Brush up on your knowledge of relevant software and be ready to discuss your experience with data processing and record-keeping.
✨Engage with the Community Focus
This position emphasizes resident and community engagement. Be prepared to talk about your understanding of social housing and how you can contribute to improving the customer experience through community involvement.
