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- Tasks: Manage resident complaints and ensure effective, customer-focused outcomes.
- Company: Join a dedicated team focused on improving housing services.
- Benefits: Enjoy a collaborative work environment with opportunities for service improvement.
- Why this job: Make a real impact by resolving issues and enhancing customer satisfaction.
- Qualifications: Experience in customer complaints and strong communication skills required.
- Other info: Ideal for those who thrive in challenging situations and value teamwork.
The predicted salary is between 28800 - 43200 £ per year.
Role purpose: To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams to deliver effective, customer focussed outcomes to complaints. To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code. Key results: * To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling. * To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement * Working collaboratively with all colleagues and our contract counterparts to ensure effective customer focussed outcomes. * Providing accurate and timely responses to complaints following comprehensive investigations * To ensure that all complaint record keeping is accurate and updated regularly. * To ensure that all KPI and Service Levels Agreements are met. * Providing excellent and timely communication to our customers at all times Success metrics: * Providing stage one responses within deadline 85% of the time * Stage one resolution rate of at least 80% * Quality Scores achieved pass About you: You will be: * Collaborative in your approach to working across teams from different service areas * Exceptional at organisationing your time to ensure work is delaivered within deadlines * A good analytical and lateral thinker * Empathathetic and focused on delivering an excellent service to our customers, tenacity, resilience and focus in the face of adversity or challenge You will have: * Experience dealing with customer complaints * Sound customer service knowledge with relevant experience preferably within a housing environment * Good communication skills in writing or oral * Tenacity, resilience and focus in the face of a problem or challenge
Complaint Lead employer: Pertemps Enfield
Contact Detail:
Pertemps Enfield Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Lead
✨Tip Number 1
Familiarize yourself with the Complaints policy and the Housing Ombudsman Complaint Handling Code. 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
Highlight your experience in managing customer complaints, especially in a housing context. Be prepared to share specific examples of how you've resolved issues and improved customer satisfaction in previous roles.
✨Tip Number 3
Showcase your collaborative skills by discussing instances where you've worked with different teams to achieve a common goal. This will illustrate your ability to work across various service areas, which is crucial for this role.
✨Tip Number 4
Prepare to discuss your organizational skills and how you prioritize tasks to meet deadlines. Being able to manage your time effectively is key to delivering stage one responses within the required timeframe.
We think you need these skills to ace Complaint Lead
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Complaint Lead position. Understand the key responsibilities and success metrics, as this will help you tailor your application to highlight relevant experiences.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience dealing with customer complaints, particularly in a housing environment. Use specific examples that demonstrate your ability to manage complaints effectively and deliver customer-focused outcomes.
Showcase Your Skills: Clearly outline your organizational skills, analytical thinking, and communication abilities. Provide examples of how you've successfully collaborated with teams or handled challenging situations in the past.
Tailor Your Application: Customize your cover letter to reflect your understanding of the company's complaint handling policies and your commitment to delivering excellent service. Mention how you can contribute to meeting the KPIs and service level agreements outlined in the job description.
How to prepare for a job interview at Pertemps Enfield
✨Show Your Customer Service Experience
Be prepared to discuss your previous experience dealing with customer complaints. Highlight specific examples where you successfully resolved issues and how you ensured customer satisfaction.
✨Demonstrate Your Collaborative Skills
Since the role requires working across different teams, share examples of how you've collaborated with colleagues in the past. Emphasize your ability to communicate effectively and work towards common goals.
✨Highlight Your Organizational Skills
Discuss how you manage your time and prioritize tasks to meet deadlines. Provide examples of how you've handled multiple complaints or projects simultaneously while maintaining quality.
✨Exhibit Empathy and Resilience
Prepare to talk about challenging situations you've faced in customer service. Show how you remained empathetic and resilient, focusing on delivering excellent service even under pressure.
