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For Companies At a Glance
- Tasks: Manage and resolve customer complaints, ensuring fair and professional handling.
- Company: A large, customer-focused housing organisation with a specialist complaints team.
- Benefits: Competitive pay of ÂŁ20 - ÂŁ25ph, flexible working hours, and valuable experience.
- Why this job: Make a real difference by helping customers and improving services.
- Qualifications: Experience in customer service or complaints handling, strong communication skills.
- Other info: Fast-paced environment with opportunities for personal growth and development.
The predicted salary is between 13 - 16 ÂŁ per hour.
We are recruiting on behalf of a large, customer-focused housing organisation for a Customer Resolution Advisor to join their specialist complaints team. This is a fantastic opportunity for someone who thrives in a fast-paced, customer-centric environment and enjoys taking ownership of complex issues from start to finish.
The Role
You will be responsible for managing and resolving customer complaints, ensuring they are handled fairly, professionally and in line with regulatory standards. You will own each case from initial contact through to final resolution, working closely with internal teams and external bodies to achieve the best outcome for customers.
You’ll also play a key role in identifying trends and root causes, helping the business improve services and reduce repeat issues.
Key Responsibilities
- Manage a caseload of complaints, ensuring responses are issued within agreed timescales
- Act as the main point of contact for customers throughout the complaints process
- Investigate complex cases and identify fair, proportionate and effective resolutions
- Communicate clearly and empathetically with customers by phone and in writing
- Work collaboratively with internal teams to resolve issues at the earliest opportunity
- Ensure all actions, decisions and outcomes are accurately recorded
- Apply compensation consistently and in line with policy and regulatory guidance
- Support responses to external referrals such as the Housing Ombudsman
- Identify trends, root causes and improvement opportunities from complaint data
- Contribute to customer feedback reporting and “lessons learned” activity
What We’re Looking For
- You’ll ideally have experience in a customer service or complaints handling environment
- A proven ability to investigate issues and reach fair, balanced decisions
- Experience dealing with customers in challenging or sensitive situations
- Strong written and verbal communication skills
- The ability to manage a busy workload and meet deadlines
- Confidence working to policies, procedures and quality standards
- Good IT skills, including Microsoft Word, Outlook and Excel
- Experience within housing, social housing, or a regulated complaints environment (such as financial services, utilities, local authority or similar) would be highly beneficial.
Housing Complaints Officer in Portsmouth employer: Karter Thomas Limited
Contact Detail:
Karter Thomas Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaints Officer in Portsmouth
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach and show them you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complaints, being able to express yourself clearly and empathetically is key. Role-play with a friend or family member to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you directly, which can give you a leg up in the application process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team.
We think you need these skills to ace Housing Complaints Officer in Portsmouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and complaints handling. We want to see how you've tackled complex issues before, so don’t hold back on those examples!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Housing Complaints Officer role. Show us your passion for customer resolution and how you can contribute to our team.
Showcase Your Communication Skills: Since you'll be communicating with customers and internal teams, make sure your written application reflects your strong communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Karter Thomas Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of a Housing Complaints Officer inside out. Familiarise yourself with common complaints in the housing sector and think about how you would handle them. This will show that you're proactive and ready to tackle challenges head-on.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, be prepared to demonstrate your communication skills. Practice explaining complex issues clearly and empathetically. You might even want to role-play some scenarios with a friend to get comfortable with handling sensitive situations.
✨Highlight Your Problem-Solving Abilities
Think of specific examples from your past experience where you've successfully resolved complaints or issues. Be ready to discuss these during the interview, focusing on your thought process and the steps you took to reach a fair resolution. This will help illustrate your ability to manage a caseload effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of complaints they typically handle, or how they measure success in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
