At a Glance
- Tasks: Resolve customer complaints with a focus on fairness and compliance.
- Company: Join a dynamic team dedicated to excellent customer service.
- Benefits: Competitive salary, supportive work environment, and opportunities for growth.
- Other info: Fast-paced role with a chance to develop your problem-solving skills.
- Why this job: Make a real difference by helping customers and improving services.
- Qualifications: Strong communication skills and experience in complaint management.
The predicted salary is between 30000 - 40000 £ per year.
Complaints Customer Care Officer - Stage Two Role Purpose To deliver high-quality customer complaint resolution within a regulated environment, ensuring fair, reasonable, and compliant outcomes for Stage Two complaints.
The role supports excellent customer service, regulatory compliance, and continuous improvement through effective complaint investigation and resolution.
Key Responsibilities Complaints Management Take ownership of Stage Two complaints, conducting thorough investigations and delivering fair, customer-focused resolutions.
Work collaboratively with customers, internal teams, stakeholders, and external bodies, including the Housing Ombudsman.
Manage a high-volume caseload across multiple channels, including telephone, email, letter, social media, and review platforms.
Ensure timely communication, case updates, and final response letters, including compensation recommendations where appropriate.
Maintain accurate records, case notes, and documentation in line with policy and regulatory requirements.
Quality Performance Adhere to the Housing Ombudsman Complaint Handling Code and internal complaint procedures.
Meet agreed KPIs, quality standards, and service targets.
Demonstrate strong written and verbal communication, case management, and record-keeping skills.
