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- Tasks: Investigate and resolve resident complaints, ensuring fair and timely resolutions.
- Company: Join a supportive housing association dedicated to improving resident experiences.
- Benefits: Earn £17.42 per hour with potential for remote work and flexible hours.
- Why this job: Make a real impact by helping residents while developing valuable skills in a dynamic environment.
- Qualifications: Experience in customer service or contact centre roles; strong communication and organisational skills required.
- Other info: Temporary position for 6 to 8 weeks starting on 23rd June.
Location: Pitsea, SS13
Job Type: Temp – 6 to 8 weeks / start date 23rd June
Hourly rate: £17.42 per hour
We are seeking a dedicated Complaints Investigator to join the Contact Centre & Complaints team within a housing association. This role is essential for investigating and resolving complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code.
Day-to-day of the role:
- Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
- Work closely with internal teams and external contractors to gather evidence and resolve complaints.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
- Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
- Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.
Required Skills & Qualifications:
- Proven experience in a similar role within a contact centre or customer service environment.
- Experience in a social housing or similar public sector service environment.
- Excellent communication skills, both verbal and written, across telephone and digital platforms.
- Organisational and time management skills, with the ability to deliver against SLAs.
- Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
- Demonstrable experience of working in a complaint setting.
- Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
If you are interested in this role, please submit your application with an updated copy of your CV.
Complaints Investigator employer: Reed
Contact Detail:
Reed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in your role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Brush up on your CRM system skills, especially if you have experience with systems like Genesys. Being proficient in these tools will give you an edge and show that you're ready to hit the ground running.
✨Tip Number 3
Prepare examples of past experiences where you've successfully resolved complaints. This will showcase your problem-solving abilities and your understanding of the complaint handling process.
✨Tip Number 4
Network with professionals in the housing sector or contact centre environments. Engaging with others in the field can provide insights and potentially lead to referrals for the position.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints handling, customer service, and any specific skills mentioned in the job description, such as proficiency in CRM systems and knowledge of the Housing Ombudsman Complaint Handling Code.
Craft a Strong Cover Letter: Write a cover letter that addresses your motivation for applying to this role. Emphasise your experience in investigating complaints and your ability to work collaboratively with teams to resolve issues effectively.
Showcase Communication Skills: Since excellent communication is key for this role, consider including examples in your application that demonstrate your verbal and written communication skills, particularly in a customer service context.
Highlight Organisational Skills: Discuss your organisational and time management skills in your application. Provide examples of how you have successfully managed multiple complaints or tasks while meeting deadlines in previous roles.
How to prepare for a job interview at Reed
✨Know the Housing Ombudsman Code
Familiarise yourself with the 2024 Housing Ombudsman Complaint Handling Code. Understanding its principles will help you demonstrate your knowledge during the interview and show that you're serious about compliance in complaint handling.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaints or difficult situations. Prepare examples from your past experience where you successfully resolved complaints, highlighting your investigative skills and ability to work under pressure.
✨Showcase Your Communication Skills
Since excellent communication is key in this role, practice articulating your thoughts clearly and concisely. Be ready to discuss how you adapt your communication style for different platforms, whether it's over the phone or via digital channels.
✨Demonstrate Organisational Skills
Be prepared to discuss how you manage your time and prioritise tasks, especially when dealing with multiple complaints. Highlight any tools or methods you use to stay organised, as this will reassure them of your ability to meet SLAs effectively.
