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- Tasks: Manage escalated complaints from the CEO's office, MPs, and Councillors.
- Company: Join a dynamic organization focused on high standards of customer service.
- Benefits: Competitive hourly rate and valuable experience in a high-impact role.
- Why this job: Make a real difference by resolving issues and driving service improvements.
- Qualifications: Proven experience in handling escalated complaints and strong communication skills required.
- Other info: Work under pressure while managing multiple priorities in a supportive environment.
We are seeking a Senior Complaints Lead to manage and respond to escalated complaints and enquiries sent to the CEO’s office or raised by MPs and Councillors. This role requires efficient resolution of issues in compliance with the Housing Ombudsman Complaint Handling Code, ensuring high standards of customer service and organisational compliance.
Day-to-day of the role:
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Manage escalated complaints and enquiries from the CEO’s office, MPs, and Councillors.
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Ensure all escalated issues are resolved promptly and in compliance with the Housing Ombudsman Complaint Handling Code.
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Liaise with internal teams to gather information and provide accurate and timely responses.
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Maintain accurate records of all interactions, ensuring transparency and accountability.
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Provide feedback to senior management on trends in escalated complaints to drive service improvements.
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Proven experience in handling escalated complaints, preferably within a similar sector.
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Strong understanding of the Housing Ombudsman Complaint Handling Code.
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Excellent communication and interpersonal skills.
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Ability to work under pressure and manage multiple priorities.
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Strong organisational skills and attention to detail.
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Competitive hourly rate.
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Opportunity to work in a dynamic environment.
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Gain valuable experience in a high-impact role.
Senior Complaints Handler employer: Reed Specialist Recruitment Ltd
Contact Detail:
Reed Specialist Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Handler
✨Tip Number 1
Familiarize yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code is crucial for effectively managing escalated complaints and demonstrating your expertise during the interview process.
✨Tip Number 2
Highlight your experience in handling escalated complaints, especially in similar sectors. Be prepared to share specific examples of how you've resolved complex issues and improved customer satisfaction.
✨Tip Number 3
Showcase your communication and interpersonal skills. Practice articulating how you would approach difficult conversations and ensure that you can convey empathy while maintaining professionalism.
✨Tip Number 4
Demonstrate your ability to work under pressure by discussing past experiences where you successfully managed multiple priorities. This will help illustrate your organizational skills and attention to detail.
We think you need these skills to ace Senior Complaints Handler
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Senior Complaints Handler position. Understand the key responsibilities and required skills, especially regarding the Housing Ombudsman Complaint Handling Code.
Highlight Relevant Experience: In your CV and cover letter, emphasize your proven experience in handling escalated complaints. Provide specific examples that demonstrate your ability to manage complex issues and ensure compliance with relevant codes.
Showcase Communication Skills: Since excellent communication and interpersonal skills are crucial for this role, make sure to highlight instances where you effectively communicated with stakeholders, resolved conflicts, or provided feedback to management.
Tailor Your Application: Customize your application materials to reflect the specific requirements of the job. Use keywords from the job description to align your experience with what the company is looking for, particularly around customer service and organisational compliance.
How to prepare for a job interview at Reed Specialist Recruitment Ltd
✨Understand the Housing Ombudsman Complaint Handling Code
Make sure you are well-versed in the Housing Ombudsman Complaint Handling Code. Be prepared to discuss how you have applied this knowledge in previous roles, as it will demonstrate your capability to handle escalated complaints effectively.
✨Showcase Your Communication Skills
Since this role requires excellent communication and interpersonal skills, practice articulating your thoughts clearly. Prepare examples of how you've successfully communicated with stakeholders in past experiences, especially in high-pressure situations.
✨Demonstrate Organisational Skills
Highlight your ability to manage multiple priorities and maintain accurate records. You might want to share specific strategies or tools you use to stay organized, as this will show your potential employer that you can handle the demands of the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of past experiences where you resolved complex complaints and be ready to explain your thought process and the outcomes, showcasing your ability to work under pressure.
