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- Tasks: Lead complaint resolution and manage complex cases for our customers.
- Company: Join RHP, a top-rated provider of affordable homes in the UK.
- Benefits: Enjoy flexible work options and a well-being support package.
- Why this job: Be part of a diverse team dedicated to excellent service and community impact.
- Qualifications: Experience in customer complaints and knowledge of social housing regulations required.
- Other info: Applications close on 3 November; apply now to join our supportive culture!
The predicted salary is between 36000 - 60000 £ per year.
Customer Experience Senior Advisor (Complaints)
Location: Teddington with flexibility
The Vacancy
Who we’re looking for
With a sharp focus on complaint resolution, you’ll lead in managing complex cases, resolving escalated issues, and supporting the wider complaints team. You’ll ensure all complaints are handled in line with our internal policies and the Housing Ombudsman’s Complaint Handling Code.
You’ll leverage your knowledge of our systems and services to identify the best ways to assist our customers. Using your influencing skills, you’ll collaborate across teams and drive innovative solutions to resolve issues promptly, ensuring customers never have to repeat their concerns.
We seek someone experienced in resolving customer complaints or complex cases, with a strong understanding of social housing regulations and legislation. You’ll role model our behaviors, take accountability for excellent customer service, support team performance, and continuously seek improvements in service quality and brand reflection.
Our Values
- We know our stuff
- We make it happen
Find out more about our values here.
If this resonates with you, click ‘apply now’.
Closing date for applications: 3 November
About Us
Who we are
We’re RHP, dedicated to providing safe, secure, affordable homes and opening doors to opportunities. We own and manage around 10,000 homes for social rent and shared ownership, with plans to expand in the coming years.
Founded in 2000, we serve the boroughs of Richmond, Hounslow, Kingston, Ealing, and Hillingdon. Our mission is to deliver excellent service and be recognized as one of the UK’s top service providers and employers.
We’ve received numerous awards, including Investors in People Platinum, top ten in the Great Place to Work list, and Family Friendly Employer of the Year.
Our Culture
We value diversity and strive to create an inclusive environment where everyone feels valued, respected, and free to be themselves.
Perks of the Job
Our flexible benefits package, Life Matters, offers choices to support your well-being and work-life balance, ensuring you can thrive both at work and outside of it.
Meet Carol, Fola, John, and Emily, who share their journeys and growth within RHP, exemplifying our supportive community and opportunities for development.
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Customer Experience Senior Advisor(Complaints) employer: RHP HQ
Contact Detail:
RHP HQ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Senior Advisor(Complaints)
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code. Understanding this will not only help you in interviews but also demonstrate your commitment to resolving complaints effectively.
✨Tip Number 2
Showcase your experience in managing complex cases by preparing specific examples of past situations where you successfully resolved customer complaints. This will highlight your problem-solving skills and ability to handle escalated issues.
✨Tip Number 3
Research RHP’s values and culture thoroughly. Be ready to discuss how your personal values align with theirs, as cultural fit is crucial for us when selecting candidates.
✨Tip Number 4
Network with current or former employees of RHP on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the role and the company culture.
We think you need these skills to ace Customer Experience Senior Advisor(Complaints)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Experience Senior Advisor (Complaints). Familiarise yourself with complaint resolution processes and social housing regulations to tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in resolving customer complaints or managing complex cases. Use specific examples that demonstrate your skills in influencing and collaborating across teams.
Align with Company Values: RHP values accountability, service quality, and continuous improvement. Make sure to reflect these values in your application by showcasing how you embody them in your previous roles.
Craft a Strong Cover Letter: Your cover letter should not only express your interest in the position but also explain why you are a perfect fit for RHP. Mention your understanding of their mission and how you can contribute to their goal of being a top service provider.
How to prepare for a job interview at RHP HQ
✨Understand the Complaint Handling Code
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code. Being able to discuss how you would apply this code in real scenarios will demonstrate your knowledge and commitment to effective complaint resolution.
✨Showcase Your Experience
Prepare specific examples from your past roles where you successfully resolved complex customer complaints. Highlight your problem-solving skills and how you influenced others to achieve positive outcomes.
✨Emphasise Collaboration Skills
Since the role involves working across teams, be ready to discuss how you’ve collaborated with different departments in the past. Share instances where teamwork led to innovative solutions for customer issues.
✨Align with Company Values
Research RHP's values and think about how they resonate with your own work ethic. Be prepared to articulate how you embody these values in your professional life, particularly in relation to customer service excellence.
