At a Glance
- Tasks: Investigate and resolve customer complaints to ensure positive outcomes for residents.
- Company: Reputable housing provider with a focus on customer experience.
- Benefits: Competitive salary, hybrid working, and a supportive team environment.
- Other info: Opportunity to influence service improvements and enhance customer satisfaction.
- Why this job: Make a real difference in residents' lives by improving service delivery.
- Qualifications: Experience in handling complaints within the social housing sector.
The predicted salary is between 34000 - 34000 £ per year.
An established and reputable housing provider is seeking an experienced Complaints Advisor to join their customer experience team. This is a key role focused on investigating and resolving customer complaints, ensuring a high-quality service and positive outcomes for residents.
Key Responsibilities:
- Manage and investigate complex complaints through to resolution
- Ensure responses are compliant with the Housing Ombudsman Complaint Handling Code
- Liaise with internal stakeholders to resolve issues and prevent escalation
- Respond to enquiries from external parties including MPs and the Housing Ombudsman
- Maintain accurate records of complaints and ensure full audit trails on CRM systems
- Identify trends and support service improvements to enhance customer experience
About You:
- Essential: Experience handling complaints within the social housing sector
- Strong understanding of complaints processes and regulatory requirements
- Excellent communication and stakeholder management skills
- Ability to manage complex cases and work under pressure to deadlines
- Customer-focused, with a proactive and solution-driven approach
What's on Offer:
- Hybrid working (following initial onboarding period)
- Supportive and collaborative working environment
- Opportunity to influence service delivery and improve customer outcomes
Complaints Officer employer: Karter Thomas Ltd
Join a leading housing provider in South West London, where you will play a vital role in enhancing customer experience as a Complaints Officer. Enjoy a supportive and collaborative work culture that values your contributions, offers hybrid working options, and provides opportunities for professional growth and development. With a focus on resolving complex complaints and improving service delivery, this is an excellent opportunity for those seeking meaningful and rewarding employment in the social housing sector.
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 social housing sector on LinkedIn or at local events. We can’t stress enough how valuable personal connections can be when it comes to landing that Complaints Officer role.
✨Tip Number 2
Prepare for those tricky interview questions! Think about your past experiences handling complaints and how you resolved them. We suggest practising your responses with a friend or in front of the mirror to boost your confidence.
✨Tip Number 3
Show off your knowledge of the Housing Ombudsman Complaint Handling Code during interviews. We want you to demonstrate that you’re not just familiar with the processes, but that you can apply them effectively in real situations.
✨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 and take the initiative to connect with us directly.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Officer role. Highlight your experience in handling complaints within the social housing sector and showcase your understanding of the relevant processes and regulations.
Showcase Your Skills:Use specific examples to demonstrate your excellent communication and stakeholder management skills. We want to see how you've successfully managed complex cases and delivered positive outcomes for customers in the past.
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and ensure your points are easy to understand. This will show us that you can communicate effectively, which is crucial for this role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture!
How to prepare for a job interview at Karter Thomas Ltd
✨Know Your Complaints Process
Make sure you brush up on the complaints processes specific to social housing. Familiarise yourself with the Housing Ombudsman Complaint Handling Code, as this will likely come up during your interview. Being able to discuss how you’ve navigated these processes in the past will show your expertise.
✨Showcase Your Communication Skills
As a Complaints Officer, communication is key. Prepare examples of how you've effectively communicated with stakeholders in previous roles. Think about times when you had to manage complex cases and how you ensured everyone was kept in the loop.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you identified trends in complaints and implemented solutions. This shows that you’re not just reactive but proactive in improving customer experience, which is crucial for this role.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about their customer experience team and how they measure success. This not only shows your interest in the role but also helps you gauge if the company culture aligns with your values.
