Complaints Support Officer

Complaints Support Officer

London Full-Time 28800 - 43200 £ / year (est.) No home office possible
P

At a Glance

  • Tasks: Investigate complaints and collaborate with teams to resolve issues fairly.
  • Company: Phoenix Community Housing is a resident-led organisation focused on community and customer service.
  • Benefits: Enjoy flexible working options, wellbeing programs, and comprehensive learning opportunities.
  • Why this job: Join us to enhance customer care and make a real impact in the community.
  • Qualifications: Experience in complaints management and excellent communication skills are essential.
  • Other info: This role closes on 28 May 2025; interviews on 11 June 2025.

The predicted salary is between 28800 - 43200 £ per year.

Complaints Investigation Officer We are seeking a dedicated Complaints Investigation Officer to join our team, ensuring that all complaints are handled promptly and with a resident-focused approach. As a Complaints Investigator, you will be responsible for investigating complaints and collaborating with various teams across the organization to resolve issues fairly and transparently. As a resident-led organization, we prioritize residents at the core of our service. You will champion the customer experience and work closely with colleagues to enhance our customer care approach. To contribute to building a better future for our Phoenix Community, you should be passionate about delivering effective complaints resolution and excel at building relationships. Ideal candidates will have experience in complaints management, excellent communication skills, self-motivation, and a high level of attention to detail. Confidence in addressing diverse issues and an outcome-focused mindset are essential. If you are passionate about customer service excellence and service delivery, this role may be perfect for you. This position closes at 23:59 on Wednesday, 28 May 2025. Interviews and assessments will be conducted in person on Wednesday, 11 June 2025. About Phoenix Community Housing Phoenix is a housing organization with a difference. Led by residents, with a tenant as our Chair and residents comprising the largest group on our Board, resident involvement is at the heart of everything we do. We believe this is our core strength, helping us achieve numerous accolades and awards. Based in south Lewisham, London, we are proud to be building new homes in our community. Since late 2021, we have expanded to manage approximately 7,800 homes. Our new Corporate Plan aims to realize our vision: ‘together building a better future for our Phoenix Community’, focusing on resident involvement, customer service, sustainability, and providing safe, affordable homes. We offer a generous benefits package, including wellbeing programs, comprehensive learning and development opportunities, and a culture of employee involvement. We support work-life balance and are open to part-time, flexible working and job sharing options. Phoenix is committed to safeguarding vulnerable groups, and all staff and volunteers are expected to share this commitment. We are an equal opportunities employer and welcome applications from all qualified individuals, regardless of race, sex, disability, religion/belief, sexual orientation, or age. #J-18808-Ljbffr

Complaints Support Officer employer: PHOENIX COMMUNITY HOUSING

Phoenix Community Housing is an exceptional employer that prioritises resident involvement and customer service excellence at its core. With a strong commitment to employee wellbeing, we offer a generous benefits package, flexible working options, and comprehensive learning and development opportunities, fostering a supportive work culture that empowers staff to grow and make a meaningful impact in the community. Join us in building a better future for our Phoenix Community, where your contributions truly matter.
P

Contact Detail:

PHOENIX COMMUNITY HOUSING Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Complaints Support Officer

✨Tip Number 1

Familiarise yourself with the core values and mission of Phoenix Community Housing. Understanding their resident-led approach will help you demonstrate your alignment with their goals during interviews.

✨Tip Number 2

Prepare examples from your past experiences that showcase your skills in complaints management and customer service. Be ready to discuss specific situations where you successfully resolved issues and improved customer satisfaction.

✨Tip Number 3

Research common complaints within housing organisations and think about how you would address them. This will show your proactive approach and understanding of the challenges faced in this role.

✨Tip Number 4

Network with current or former employees of Phoenix Community Housing if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.

We think you need these skills to ace Complaints Support Officer

Complaints Management
Excellent Communication Skills
Attention to Detail
Customer Service Excellence
Relationship Building
Self-Motivation
Problem-Solving Skills
Outcome-Focused Mindset
Collaboration Skills
Conflict Resolution
Empathy
Analytical Skills
Time Management
Adaptability

Some tips for your application 🫡

Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Complaints Support Officer position. Tailor your application to highlight how your experience aligns with these requirements.

Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your commitment to resolving complaints effectively. Use specific examples from your past experiences to demonstrate your skills in complaints management and relationship building.

Highlight Relevant Experience: In your CV, emphasise any previous roles or experiences related to complaints handling or customer service. Be sure to include measurable achievements that illustrate your ability to resolve issues and enhance customer satisfaction.

Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A well-presented application reflects your attention to detail, which is crucial for the role of a Complaints Support Officer.

How to prepare for a job interview at PHOENIX COMMUNITY HOUSING

✨Understand the Organisation's Values

Before your interview, take some time to research Phoenix Community Housing and its commitment to resident involvement. Understanding their core values will help you align your answers with their mission and demonstrate your passion for customer service excellence.

✨Prepare for Scenario-Based Questions

Expect questions that assess your problem-solving skills and ability to handle complaints. Prepare examples from your past experiences where you successfully resolved issues, focusing on your approach to investigation and collaboration with teams.

✨Showcase Your Communication Skills

As a Complaints Support Officer, excellent communication is key. During the interview, practice articulating your thoughts clearly and confidently. Be ready to discuss how you would communicate effectively with residents and colleagues to ensure a positive outcome.

✨Demonstrate Attention to Detail

Highlight your attention to detail by discussing how you manage complaints and ensure thorough investigations. You might want to share specific methods or tools you use to keep track of details and follow up on resolutions, showcasing your organisational skills.

P
Similar positions in other companies
UK’s top job board for Gen Z
discover-jobs-cta
Discover now
>