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- Tasks: Resolve complex complaints and ensure customer satisfaction in a dynamic environment.
- Company: Join a respected social housing provider dedicated to improving community living standards.
- Benefits: Enjoy hybrid working options and gain valuable experience in a supportive team.
- Why this job: Make a real impact by helping others while developing your skills in a meaningful role.
- Qualifications: Experience in handling customer complaints, strong communication skills, and attention to detail required.
- Other info: Immediate start available; interviews happening soon!
Job Title: Complaints Advisor Contract: 2 months About the Role We are currently working with a respected social housing provider in South West London to recruit a Complaints Advisor on a 2-month temporary contract. This is an excellent opportunity to join a customer-focused organisation and play a key role in resolving complex and formal complaints in line with sector standards. This role offers hybrid working, with details to be agreed upon with the hiring manager. Interviews will take place promptly due to the client’s desire for an immediate start. Key Responsibilities * Manage and conduct independent investigations into complex and formal complaints from initiation to resolution. * Ensure all complaints are acknowledged and responded to in accordance with the Housing Ombudsman’s Complaints Handling Code and the organisation’s internal policies. * Liaise with internal teams and senior stakeholders to resolve complaints effectively and avoid escalation to Stage 2. * Identify and escalate high-risk cases to the Complaints and Complex Case Manager. * Raise safeguarding concerns where appropriate. * Prepare comprehensive responses to enquiries from Councillors, MPs, and the Housing Ombudsman, working collaboratively with other teams. * Analyse complaint trends and report findings to support service improvement and prevent recurrence. * Maintain a thorough and up-to-date audit trail for each case within the CRM system. Ideal Candidate Profile * Experience managing complex customer complaints, ideally within the housing or public sector. * Excellent written and verbal communication skills, with a strong customer focus. * Ability to handle sensitive issues with diplomacy, empathy, and professionalism. * Strong attention to detail and experience maintaining accurate case records. * Knowledge of safeguarding protocols and complaint handling procedures aligned with regulatory standards. * Familiarity with the Housing Ombudsman’s guidelines is highly desirable
Complaints Advisor employer: Karter Thomas Ltd
Contact Detail:
Karter Thomas Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman’s Complaints Handling Code. Understanding these guidelines will not only help you in interviews but also demonstrate your commitment to adhering to sector standards.
✨Tip Number 2
Prepare examples from your past experience where you've successfully managed complex complaints. Be ready to discuss how you resolved issues and what strategies you used to prevent escalation.
✨Tip Number 3
Showcase your communication skills during the interview by practising clear and concise explanations of your previous roles. This will highlight your ability to handle sensitive issues with professionalism and empathy.
✨Tip Number 4
Research the social housing provider and their values. Tailoring your responses to align with their mission will show that you are genuinely interested in the role and understand the importance of customer focus in their operations.
We think you need these skills to ace Complaints Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing complex customer complaints, especially within the housing or public sector. Use specific examples that demonstrate your skills in communication and problem-solving.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your ability to handle sensitive issues with diplomacy and your familiarity with the Housing Ombudsman’s guidelines. Show your enthusiasm for the position and the organisation.
Highlight Relevant Skills: In your application, clearly outline your excellent written and verbal communication skills. Provide examples of how you've successfully resolved complaints and maintained accurate case records in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Karter Thomas Ltd
✨Showcase Your Experience
Be prepared to discuss your previous experience managing complex customer complaints. Highlight specific examples where you successfully resolved issues, particularly in the housing or public sector.
✨Demonstrate Communication Skills
Since excellent written and verbal communication skills are crucial for this role, practice articulating your thoughts clearly. Consider preparing a brief response to a hypothetical complaint to showcase your approach.
✨Understand the Guidelines
Familiarise yourself with the Housing Ombudsman’s Complaints Handling Code and any relevant safeguarding protocols. Being knowledgeable about these guidelines will demonstrate your commitment to compliance and best practices.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle sensitive issues with empathy and professionalism. Think of past situations where you had to navigate difficult conversations and how you managed them.
