At a Glance
- Tasks: Investigate and resolve customer complaints to ensure a high-quality service.
- 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 delivery and enhance customer outcomes.
- Why this job: Make a real difference in residents' lives by improving their experiences.
- 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 in Kingston upon Thames employer: Karter Thomas Ltd
As a leading housing provider in South West London, we pride ourselves on fostering a supportive and collaborative work environment where our Complaints Officers can thrive. With hybrid working options and a commitment to employee development, we empower our team to influence service delivery and enhance customer experiences, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Kingston upon Thames
✨Tip Number 1
Network like a pro! Reach out to people in the social housing sector, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling. Think about your past experiences and how they relate to the role of a Complaints Officer. We want you to shine!
✨Tip Number 3
Showcase your skills! When you get the chance, highlight your experience with complex complaints and your understanding of the Housing Ombudsman Complaint Handling Code. This will set you apart from the crowd.
✨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 in Kingston upon Thames
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 help us see your proactive and solution-driven approach right from the start.
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 this exciting opportunity in our customer experience team!
How to prepare for a job interview at Karter Thomas Ltd
✨Know Your Complaints Process
Make sure you’re well-versed in 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 past roles 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’ve had to manage complex cases and how you ensured everyone was kept in the loop. This will demonstrate your ability to handle sensitive situations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific instances where you resolved a challenging complaint or improved a process. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Highlight Your Customer-Focused Approach
Emphasise your commitment to customer satisfaction. Be ready to discuss how you’ve gone above and beyond to ensure positive outcomes for residents. Share any initiatives you’ve implemented that improved the customer experience, as this aligns perfectly with the role’s objectives.
