At a Glance
- Tasks: Manage and resolve customer complaints in a supportive team environment.
- Company: Well-established Housing Association focused on exceptional customer service.
- Benefits: £27.00 per hour, hybrid working, and potential contract extension.
- Other info: Collaborative team culture with opportunities for professional growth.
- Why this job: Make a real difference in customer outcomes while gaining valuable experience.
- Qualifications: Experience in social housing complaints and strong communication skills required.
The predicted salary is between 27 - 27 £ per hour.
Join a well-established Housing Association in a rewarding temporary role where you'll play a vital part in delivering an exceptional customer complaints service.
This Customer Complaints Officer position offers the opportunity to manage complex complaints from receipt through to resolution, ensuring fair outcomes, regulatory compliance, and an excellent customer experience.
The role is offered on a 3-month temporary contract with the potential for extension, providing consistent and stable work within a supportive and collaborative team.
You'll be responsible for investigating complaints, working closely with internal departments and contractors, and producing high-quality written responses in line with the Housing Ombudsman Complaint Handling Code.
This is an excellent opportunity for an experienced housing complaints professional who thrives in a fast-paced, regulated environment.
We'd love to hear from anyone with experience as a Customer Complaints Officer, Complaints Officer, Housing Complaints Officer, Customer Resolution Officer, or Complaints Handler within Social Housing.
As a Customer Complaints Officer, you will be: Managing a caseload of Stage 1 and Stage 2 complaints from receipt through to resolution.
Investigating complaints thoroughly by liaising with internal departments, contractors, and customers.
Drafting clear, professional, and compliant complaint responses in line with the Housing Ombudsman Complaint Handling Code.
Maintaining accurate records using CRM and case management systems.
Keeping customers informed throughout the complaints process.
Identifying complaint trends, lessons learned, and opportunities for continuous service improvement.
I'd love to speak to anyone who has: Proven experience handling customer complaints within a Social Housing organisation or Housing Association.
A strong working knowledge of the Housing Ombudsman Complaint Handling Code.
Experience managing Stage 1 and Stage 2 complaints from investigation through to resolution.
Excellent written communication and report-writing skills, with experience producing formal complaint responses.
The ability to independently manage a high-volume complaints caseload while meeting strict deadlines.
Key requirements for this Customer Complaints Officer role: Previous Social Housing complaints experience is essential.
Experience working in line with the Housing Ombudsman Complaint Handling Code is essential.
Candidates who do not have proven Social Housing complaints experience and Housing Ombudsman Complaint Handling Code knowledge will not be considered.
Strong IT skills with experience using CRM or case management systems.
The role is offering the following benefits: £27.00 per hour. 3-month temporary contract with the potential for extension.
Hybrid working – 3 days in the office and 2 days working from home.
Supportive and collaborative team environment.
Opportunity to work within a respected Housing Association and make a genuine difference to customer outcomes.
Travel & Location
This role follows a hybrid working pattern, requiring 3 days per week in the office and 2 days working from home.
Candidates must be able to reliably commute to the office and work collaboratively with the wider Customer Experience team.
If this Customer Complaints Officer (Social Housing) role sounds like your next opportunity, please apply now or contact Olivia Taylor at (url removed) for more information
Housing Complaints Officer in Birmingham employer: Niyaa People Ltd
Niyaa People Ltd is an excellent employer that values community engagement and employee development. Working as a Street Warden in Newark on Trent not only offers competitive pay but also provides a supportive work culture where your contributions directly impact the local neighbourhood. With opportunities for skill enhancement and a focus on fostering positive relationships within the community, this role is perfect for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaints Officer in Birmingham
✨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 Ltd.
✨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 Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Housing Complaints Officer in Birmingham
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 Ltd.
How to prepare for a job interview at Niyaa People Ltd
✨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 Ltd'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 Ltd 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!
