At a Glance
- Tasks: Lead the management of complaints and support service improvement in housing.
- Company: Homes in Somerset, dedicated to enhancing tenant experiences.
- Benefits: Gain valuable experience in complaint resolution and customer service.
- Other info: Join a supportive team focused on continuous improvement and collaboration.
- Why this job: Make a real difference by improving services for residents and learning from their feedback.
- Qualifications: Experience in complaint investigation and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Role Purpose
To lead on the management of Stage 2 complaints and Housing Ombudsman investigations, by undertaking reviews of Stage 1 complaint responses, and identify service failures and learning opportunities to support continuous service improvement. To co-ordinate Stage 2 panel meetings as appropriate and ensure correct policies and procedures are adhered to. This role will also support with the investigation and resolution of Stage 1 customer complaints across Homes in Somerset, ensuring that all complaints are handled fairly, transparently, and in line with the Housing Ombudsman’s Complaint Handling Code and Homes in Somerset Complaints Policy.
Key Responsibilities
- Complaint Investigation & Resolution
- Act as the lead for review and responses to Stage 2 complaints, coordinating input from relevant service areas and ensuring a comprehensive and impartial review.
- Act as Lead Officer for Housing Ombudsman enquiries to co-ordinate and prepare responses.
- Make direct contact with complainants via preferred method of contact or home visit, to understand concerns and expectations.
- Draft high-quality written responses that address all points raised, in line with agreed service standards and deadlines.
- Respond to complaints and enquiries from Councillors and other 3rd parties on behalf of tenants and residents.
- Compliance & Governance
- Ensure all complaints are managed in accordance with the Housing Ombudsman’s Code and Homes in Somerset policies.
- Work with the Complaints Lead, ET, SLT, Board and Tenant Committee to ensure learning from Ombudsman findings is embedded into service delivery.
- Support compliance with the Housing Ombudsman Complaint Handling Code and wider social housing regulatory requirements.
- Learning & Improvement
- Identify service improvement opportunities from complaints and share insights with relevant teams and managers.
- Contribute to the annual complaints performance report and support the Board’s oversight of complaints handling.
- Collaboration & Communication
- Liaise with colleagues across Housing, Repairs, Customer Services, and other departments to gather evidence and resolve complaints.
- Work closely with Service Leads and Heads of Service to ensure responses are accurate and complete.
- Systems & Reporting
- Maintain accurate records in the complaints case management system.
- Support the development of dashboards and performance reports for internal and external stakeholders.
- Ensure tenant information is reviewed and updated to support our Customer Insight project.
Knowledge, Skills and Experience
Essential criteria
- Experience investigating complaints in a housing or public service context.
- Strong written and verbal communication skills.
- Ability to manage sensitive issues with empathy and professionalism.
- Understanding of housing legislation, regulatory standards, and customer service principles.
- Proven ability to work collaboratively across teams and services.
Desirable criteria
- Knowledge of the Housing Ombudsman’s Complaint Handling Code.
- Experience using CRM or case management systems.
- Familiarity with Homes in Somerset housing services and policies.
Values & Behaviours
- Customer First: Treat every complaint as an opportunity to improve. Manage difficult and sensitive conversations with residents experiencing distress, dissatisfaction or vulnerability. Ensure reasonable adjustments are considered and implemented for vulnerable residents.
- Accountability: Own the investigation and ensure resolution. Track implementation of Ombudsman orders, recommendations and agreed actions. Work with all colleagues and partners to ensure learning from all complaints and Ombudsman findings is embedded into service delivery.
- Transparency: Communicate clearly and honestly with all parties. Produce clear, evidence-based complaint responses which address all complaint issues, identify learning outcomes and provide appropriate remedies where required. Ensure complaints are investigated fairly, thoroughly and consistently in accordance with the Housing Ombudsman's dispute resolution principles.
- Learning Culture: Share insights and support continuous improvement. Promote a culture where complaints are viewed as opportunities to improve services and tenant experience.
Complaint Resolution Specialist - FTC 12 months in Somerset employer: Homes in Somerset
As an Income Officer with us, you will join a supportive and dynamic team dedicated to making a real difference in the lives of our customers. Our organisation fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, all while maintaining a strong focus on community engagement and financial inclusion. Located in Somerset, we offer a hybrid working model that allows for flexibility, ensuring you can balance your professional and personal life effectively.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Resolution Specialist - FTC 12 months in Somerset
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Homes in Somerset.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Homes in Somerset. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaint Resolution Specialist - FTC 12 months in Somerset
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Homes in Somerset.
How to prepare for a job interview at Homes in Somerset
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Homes in Somerset's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Homes in Somerset offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
