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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 commitment to service excellence.
- Benefits: Competitive salary, supportive team environment, and opportunities for personal growth.
- 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 role with opportunities to identify trends and drive improvements.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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 within social housing
- 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 essential.
Complaints Officer employer: Karter Thomas Ltd
Contact Detail:
Karter Thomas Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work in complaints handling. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. Think about how you would handle specific scenarios and be ready to share your experiences. We want you to shine!
✨Tip Number 3
Showcase your communication skills! Whether it’s through a phone call or an email, make sure you convey empathy and clarity. This is key in a customer-centric role like a Complaints Officer.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in customer service and complaints handling. We want to see how your skills match the role of a Complaints Officer, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear and professional. Use concise language and structure your thoughts well – we love a good flow in writing that reflects your ability to communicate effectively with customers.
Demonstrate Problem-Solving Abilities: We’re looking for someone who can take ownership of complex issues. In your application, share examples of how you’ve successfully resolved complaints or challenges in the past. This will show us you have the right mindset for the job!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Karter Thomas Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a 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 take ownership of complex issues.
✨Showcase Your Communication Skills
Since you'll be dealing with customers in challenging situations, practice your communication skills. Be prepared to demonstrate how you can communicate clearly and empathetically, both verbally and in writing. Maybe even prepare a few examples of past experiences where you successfully resolved a complaint.
✨Highlight Your Problem-Solving Abilities
Think of specific instances where you've investigated issues and reached fair decisions. Be ready to discuss these during the interview, as it will illustrate your ability to manage a caseload effectively and find resolutions that work for everyone involved.
✨Understand the Bigger Picture
Be prepared to talk about how you can contribute to identifying trends and root causes from complaint data. Show that you’re not just focused on resolving individual complaints but also on improving services and reducing repeat issues for the organisation.
