At a Glance
- Tasks: Manage and investigate complaints to enhance residents' experiences in housing.
- Company: Established housing organisation focused on improving community services.
- Benefits: Up to £25 per hour, hybrid working, and flexible hours.
- Other info: Immediate start available; dynamic role with potential for impactful change.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Experience with QL housing system and handling complaints in housing associations.
The predicted salary is between 25 - 25 £ per hour.
Join a well-established housing organisation in a rewarding temporary role where you’ll help improve residents’ experiences and ensure complaints are handled fairly, effectively and in line with regulatory requirements. This Complaints Officer position is based in Worcestershire and offers an initial three-month contract, with an immediate start preferred.
You’ll be managing a high volume of complaints, particularly those relating to repairs and contractor performance. You’ll investigate cases thoroughly, review tenancy and repairs histories, liaise with internal teams and prepare clear, professional responses that address residents’ concerns. This is an excellent opportunity for an experienced housing complaints professional who can hit the ground running.
Please note: Direct experience using the QL housing management system is essential. You must also have Housing Ombudsman experience and previous experience handling complaints within a housing association. Candidates without all three requirements will not be considered.
As a Complaints Officer, you will be:
- Managing and investigating formal complaints, including Stage 1 and Stage 2 cases
- Using the QL housing management system to access and review relevant housing records
- Investigating repairs-related complaints by reviewing case histories, tenancy records and contractor information
- Liaising with internal teams and stakeholders to obtain information and resolve complaints
- Drafting formal complaint responses and outcome letters in line with the Housing Ombudsman’s Complaint Handling Code
- Identifying recurring issues, investigating root causes and recommending service improvements
- Maintaining accurate case records and ensuring complaints are progressed within required timescales
I’d love to speak to anyone who has:
- Hands-on experience using the QL housing management system — essential
- Direct experience dealing with the Housing Ombudsman and knowledge of its Complaint Handling Code — essential
- Previous experience handling complaints within a housing association or social housing provider — essential
- Experience investigating complex complaints, particularly those involving repairs and contractor performance
- Excellent written and verbal communication skills, with the ability to produce clear and professional complaint responses
- Strong organisational skills and the ability to manage a high volume of cases effectively
Key requirements for this Complaints Officer role:
- Proven experience using QL
- Housing Ombudsman experience
- Previous social housing complaints experience
- Availability for an immediate start preferred
The role is offering the following benefits:
- Hourly rate of up to £25 per hour
- Initial three-month temporary contract
- 37 hours per week
- Hybrid working, with 1–2 days per week in the office
- Flexible working hours between 7:00am and 7:00pm
- The opportunity to make a meaningful difference to residents’ experiences and improve housing services
Travel & Location: This role is based in Worcestershire, with hybrid working arrangements requiring approximately 1–2 days per week in the office. The successful candidate must be comfortable travelling to the office as required.
If this Complaints Officer role sounds like your next opportunity and you meet all three essential requirements, please apply now or contact Ryan at Niyaa People to discuss the position further. Please only apply if you have direct QL housing management system experience, Housing Ombudsman experience and a background handling complaints within a housing association.
Complaints Officer in Evesham employer: Niyaa People Careers
Join a dynamic and supportive repairs team in Newark, where your skills as a Plumber Multi Trade will be valued and rewarded. With competitive pay, a temp-to-perm opportunity, and the convenience of a company van and fuel card, you'll enjoy a work culture that prioritises employee growth and satisfaction. This role not only offers a chance to enhance your technical abilities but also provides a pathway to a permanent position with an attractive salary package.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Evesham
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Niyaa People Careers.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Niyaa People Careers. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Officer in Evesham
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Niyaa People Careers.
How to prepare for a job interview at Niyaa People Careers
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Niyaa People Careers's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Niyaa People Careers offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
