At a Glance
- Tasks: Support the Complaints & Resolution Team with administrative tasks and customer engagement.
- Company: Hightown Housing Association, dedicated to providing homes and support services.
- Benefits: Competitive salary, 33 days annual leave, professional growth, and free gym access.
- Other info: Join a collaborative team with excellent career development opportunities.
- Why this job: Make a positive impact in communities while developing your skills in a supportive environment.
- Qualifications: Empathetic, detail-oriented, proactive, and confident in communication.
The predicted salary is between 28719 - 28719 £ per year.
Find out more about this role by reading the information below.
About Us
Hightown Housing Association is a charitable housing association operating across Hertfordshire, Bedfordshire, Buckinghamshire, and Berkshire.
We believe everyone deserves a home and the support they need.
Our mission is to build new homes and provide excellent housing and support services.
With over 9,000 homes and a team of more than 1,100 dedicated staff, we are committed to making a positive impact in our communities.
The Role
As a Complaints Assistant, you will play a crucial part in supporting the Complaints & Resolution Manager and the wider Complaints & Resolutions Team.
Your responsibilities will include
- Administrative Support: Provide essential administrative support, including taking calls from customers and acknowledging complaints in writing.
- Complaints Log Management: Coordinate and administer the Complaints Log, ensuring it remains up-to-date and accurate.
- Data Input and Record Keeping: Input data, process information, and maintain the Complaints and Compliments logs with precision.
- Monitoring and Follow-Up: Regularly monitor and chase progress on commitments made during and after complaints investigations.
- Customer Engagement: Champion excellent customer service and engagement within the organisation.
Key Responsibilities
- Support the team to ensure a robust and consistent approach to complaint handling.
- Provide administrative support to the Customer Complaints Scrutiny Panel and Quarterly Complaints Lessons Learnt meetings by taking minutes at meetings and sharing feedback.
- Assist with collating responses to Subject Access Requests.
- Complete complaints closure surveys with customers and support data collection.
- Collaborate across the organisation to gather information and produce reports.
- Promote customer engagement and excellent service within the wider organisation.
About You
- Empathetic and Customer-Focused: You understand the importance of listening and responding to customer needs with empathy.
- Detail-Oriented: You have a keen eye for detail and ensure all records and documentation are accurate.
- Proactive and Collaborative: You work well with others and take initiative to resolve issues efficiently.
- Confident: You will be confident chasing colleagues and customers for information to ensure deadlines are met.
What We Offer
- A Supportive Environment: Join a team that values collaboration and mutual support.
- Professional Growth: Opportunities for training and development to enhance your skills.
- Annual leave: 33 days including Bank Holidays (increasing with service)
- Competitive Salary: £28,719 per annum for a 35-hour week.
- Monthly Attendance Bonus
- Workplace Pension Scheme: And life assurance cover of three times your annual salary.
- Discounts and Savings: High street retailers, gyms, restaurants, and cinemas.
- Employee Support: Health & wellbeing services.
- Free On-site Gym Access
- Hightown is an Equal Opportunities & Disability Confident Employer
- #J-18808-Ljbffr
Complaints Assistant in Hemel Hempstead employer: Hightown
At Hightown Housing Association, we pride ourselves on being an exceptional employer dedicated to making a difference in the lives of our residents. Our supportive work culture fosters professional growth through ongoing training and development opportunities, while our generous benefits package, including 33 days of annual leave and performance-based bonuses, ensures that our employees feel valued and motivated. Join us in our mission to create stable futures for our communities in a role that is both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Assistant in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hightown. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hightown before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Assistant in Hemel Hempstead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hightown:Your cover letter is your chance to shine! Tell us why you want to work at Hightown specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hightown!
How to prepare for a job interview at Hightown
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
