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- Tasks: Manage and resolve customer complaints while ensuring a great experience.
- Company: Join a leading housing provider dedicated to excellent customer service.
- Benefits: Enjoy hybrid working options and a competitive salary of £32,932 per annum.
- Why this job: Be part of a team that values creativity and problem-solving in customer service.
- Qualifications: Experience in customer service and handling complex cases is a plus.
- Other info: Interviews are happening this week, so apply now!
The predicted salary is between 19700 - 36800 £ per year.
We are currently recruiting for a fantastic opportunity to work for a leading housing provider as their Customer Experience Advisor (Complaints) based in Southwest London (Teddington) on either a fixed term contract or ongoing temp (4 months). This opportunity is paying £32,932 per annum (temp equivalent) and offers hybrid working (days to be agreed with manager). Please note, interviews will be taking place this week (Thursday & Friday), if this is of interest please apply today or send your CV to (url removed) What You’ll Do: Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution. Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy. Raise safeguarding concerns where necessary. Resolve complaints and avoid escalation to stage 2 by working with senior stakeholders cross the whole business and ensuring the customer is happy with the outcome. Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for Review. Work with other teams, taking ownership to respond to enquiries from Councillors, MPs and the Housing Ombudsman within agreed timescales, with the support of the Complaints and Complex Case Manager Identify any trends within the complaints process and raise these with the Complaints and Complex Case Manager to prevent further complaints and service failure. Make sure a thorough audit trail of each complaint case is available and updated on CRM, in line with the Housing Ombudsman guidelines. Ensure that a great response is provided to the customer in the RHP tone of voice, in line with the Housing Ombudsman Complaint Handling Code and Complaints policy. Provide an excellent service to customers and ensure they’re always kept updated on their complaint journey to help influence a great experience which is reflected in our tenant satisfaction measures.We’re looking for someone with: Delivering first-class customer service and responding to complaints. Being creative in thinking outside of the box to quickly resolve problems.It’d blow us away if you had: Experience of dealing with complex case management and using a Customer Relationship Management (CRM) system
Customer Experience Advisor (Complaints) employer: Liquid
Contact Detail:
Liquid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor (Complaints)
✨Tip Number 1
Familiarize yourself with the Housing Ombudsman Complaints Handling Code and the specific complaints policy of the organization. Understanding these guidelines will help you demonstrate your knowledge during the interview and show that you're ready to handle complaints effectively.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully resolved complex complaints or provided exceptional customer service. Being able to share these stories will highlight your problem-solving skills and your ability to think creatively under pressure.
✨Tip Number 3
Research common trends in customer complaints within the housing sector. This will not only prepare you for potential questions but also allow you to discuss how you can contribute to identifying and addressing these trends in your role.
✨Tip Number 4
Practice articulating your thoughts clearly and concisely, especially when discussing how you would manage a complaint from start to finish. Strong communication skills are crucial for this role, and demonstrating them in the interview will set you apart.
We think you need these skills to ace Customer Experience Advisor (Complaints)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint resolution. Use specific examples that demonstrate your ability to manage complex cases and provide first-class service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your problem-solving skills. Mention your familiarity with the Housing Ombudsman Complaints Handling Code and how you can contribute to improving tenant satisfaction.
Highlight Relevant Skills: In your application, emphasize skills such as effective communication, creativity in problem-solving, and experience with CRM systems. These are key attributes that the company is looking for in a candidate.
Submit Promptly: Since interviews are happening soon, make sure to submit your application as soon as possible. Double-check all documents for accuracy and completeness before sending them through our website.
How to prepare for a job interview at Liquid
✨Understand the Complaints Process
Make sure you familiarize yourself with the Housing Ombudsman Complaints Handling Code and the specific complaints policy of the company. Being able to discuss these guidelines during your interview will show that you're prepared and understand the importance of following established protocols.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully resolved complex complaints or issues. Highlight your creative thinking and how you approached these situations, as this role requires someone who can think outside the box.
✨Demonstrate Customer-Centric Attitude
Emphasize your commitment to providing excellent customer service. Be ready to discuss how you keep customers informed throughout their complaint journey and ensure they feel valued and heard.
✨Familiarize Yourself with CRM Systems
If you have experience using a Customer Relationship Management (CRM) system, be prepared to talk about it. If not, research common CRM tools and express your willingness to learn quickly. This will show your adaptability and readiness to take ownership of complaint cases.
