At a Glance
- Tasks: Lead on complex complaints and enhance customer service at Plus Dane.
- Company: Join Plus Dane, a company dedicated to tackling social inequality.
- Benefits: Enjoy 35 days annual leave, a competitive salary, and a supportive work environment.
- Other info: Opportunities for personal development and career progression available.
- Why this job: Make a real impact by improving customer experiences and outcomes.
- Qualifications: Experience in complaint handling and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Do you have the expertise and confidence to lead on complex complaints and help shape how we listen, respond, and improve for our customers? If so, this is an opportunity to make a real impact at Plus Dane on a fixed-term contract until the end of July 2027. As a Senior Complaint Resolution Officer, you'll play a key role in delivering a high-quality, customer-focused complaints service, ensuring every customer feels heard, understood, and supported throughout their journey.
Responsibilities
- Managing and investigating complex and sensitive complaints, ensuring timely and high-quality responses
- Supporting senior managers and directors to produce accurate, empathetic, and compliant complaint responses
- Leading on Housing Ombudsman cases, from initial enquiry through to evidence submission
- Ensuring complaints are logged, tracked, and progressed in line with policy and timescales
- Negotiating and agreeing appropriate resolutions and redress with customers
- Analysing complaint data and identifying trends, root causes, and opportunities for improvement
- Supporting continuous improvement across the complaints process and customer experience
- Coaching and supporting colleagues, including new team members, on complaint handling best practice
What You'll Bring
- Strong background in complaint handling and customer service, with confidence to manage complex cases and influence at a senior level
- Proven experience managing complex complaints, including Stage 2 investigations
- Experience leading on Housing Ombudsman responses and handling regulatory requirements
- Strong organisational skills, with the ability to manage competing priorities and track cases effectively
- Excellent written communication skills, with the ability to produce clear, concise and empathetic responses
- Strong stakeholder management skills, with the ability to influence and challenge constructively
- Experience analysing data and using insight to drive improvements
- High levels of resilience, professionalism, and attention to detail
- Strong IT skills, including Microsoft Office and case management systems
Desirable
- Experience working within housing or a regulated environment
- Experience supporting or coaching colleagues in complaint handling
- Strong negotiation skills
You'll also demonstrate a calm, resilient and customer-focused approach, with a genuine commitment to delivering fair outcomes and continuous improvement. Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. Our aim is to tackle social inequality by enabling individuals and communities to thrive and our customer team is at the heart of what we do. Working with our customers really does change people's lives and if you want to make a difference Plus Dane is the place to be! We live by our values of working together, achieving for our customers, taking ownership, and having the opportunity to learn and grow. This is a fixed term contract up until the end of July 2027 role working 35 hours per week. The role can be based at either our Liverpool or Congleton office, with a requirement to be office-based for a minimum of two days per week.
Benefits
You will be generously rewarded with a competitive salary and a great benefits package, including 35 days' annual leave, plus bank holidays. This includes a 3-day Christmas closedown between Christmas and New Year and you have the option to buy up to 5 extra days annually. You will also benefit from a company pension scheme where we contribute 10% and colleagues can contribute anything from 3% upwards. We are committed to our people's wellbeing supported by an excellent management team, wellbeing champions, and mental health first aiders. We actively encourage personal development, with plenty of opportunities to progress your career and access ongoing training, including formal qualifications. We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff to share this commitment. If you need any adjustments to apply or attend an interview, please let us know. If you’re passionate about delivering excellent customer outcomes, confident in handling complex situations, and ready to help shape how we learn from feedback and improve our services, we’d love to hear from you.
Senior Complaints Resolutions Officer in Liverpool employer: Plus Dane
Plus Dane is an exceptional employer dedicated to making a meaningful impact in the community, providing a supportive and inclusive work environment where employees can thrive. With a strong focus on personal development, generous benefits including 35 days of annual leave, and a commitment to employee wellbeing, Plus Dane empowers its staff to grow professionally while delivering high-quality services to customers across Merseyside and Cheshire. Join us in our mission to tackle social inequality and make a difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Resolutions Officer in Liverpool
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or customer service field. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaint handling and customer service. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and approach to complex cases.
✨Tip Number 3
Showcase your skills through examples! When you get the chance to speak with potential employers, share specific instances where you've successfully managed complaints or improved processes. This will help them see how you can make an impact at Plus Dane.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our mission to improve customer experiences.
We think you need these skills to ace Senior Complaints Resolutions Officer in Liverpool
Some tips for your application 🫡
Showcase Your Experience:Make sure to highlight your background in complaint handling and customer service. We want to see how you've tackled complex cases before, so share specific examples that demonstrate your expertise and confidence.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language to convey your thoughts, as we value excellent written communication skills. Remember, empathy is key, so let that shine through!
Tailor Your Application:Don’t just send a generic application! Tailor your responses to reflect the job description. Show us how your skills align with our values and the specific responsibilities of the Senior Complaints Resolutions Officer role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Plus Dane
✨Know Your Complaints Inside Out
Before the interview, make sure you’re well-versed in the common types of complaints that Plus Dane handles. Familiarise yourself with their processes and any recent changes in regulations, especially regarding the Housing Ombudsman. This will show your expertise and confidence in managing complex cases.
✨Showcase Your Empathy
As a Senior Complaints Resolutions Officer, empathy is key. Prepare examples from your past experiences where you successfully resolved complaints by understanding the customer's perspective. Highlight how your approach led to positive outcomes and improved customer satisfaction.
✨Data-Driven Insights Matter
Be ready to discuss how you've used data analysis to identify trends and improve complaint handling processes. Bring specific examples of how your insights led to actionable changes. This demonstrates your analytical skills and commitment to continuous improvement.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and negotiation skills. Think of challenging situations you've faced in the past and how you navigated them. Practising these responses will help you articulate your thought process clearly during the interview.
