At a Glance
- Tasks: Handle customer complaints with empathy and provide effective resolutions.
- Company: Join Riverside, a leading not-for-profit housing association making a difference.
- Benefits: Enjoy competitive pay, generous holidays, and flexible working options.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by improving customer experiences and driving service enhancements.
- Qualifications: Experience in complaints handling and strong analytical skills required.
The predicted salary is between 31500 - 38500 £ per year.
- Working Hours: 35 hours per week
- Working Pattern: Monday to Friday- Hybrid
- The difference you will make as a Complaints Handler
You will provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at the point of contact, to deliver a customer centred approach to the handling of feedback and complaint resolution.
You will have individual autonomy and freedom to solve customer problems and provide responsive, supportive and thorough investigations to all feedback and complaints, ensuring all investigations are in line with the appropriate policy and procedures that are in place.
Develop performance information, insights and understanding into the causes for customer feedback and identify areas for improvement based on learning, and work closely with the Heads of Services to identify service improvements as a result of customer feedback.
About you
- We are looking for someone with
- Clear demonstrable experience in Complaints Handling
- An empathic approach to dealing with customers.
- Strong analytical and investigation skills
- Excellent planning and organisational skills.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers.
For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK.
Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside
We are inclusive.
At Riverside, we value diversity in all its forms.
We foster a workplace where all individuals are respected, empowered, and heard.
Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability.
If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
- Role Profile
- To provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact.
- To deliver a customer centred approach to the handling of feedback and complaint resolution
- To have individual autonomy and freedom to solve customer problems.
- To provide responsive, supportive and thorough investigations to all feedback and complaints
- To ensure all investigations are in line with the appropriate policy and procedures that are in place
- To develop performance information, insights and understanding into the causes for customer feedback and to identify areas for improvement based on learning
- Work closely with the Heads of Services to identify service improvements as a result of customer feedback
- Manage a caseload of service requests and complaints (all stages) to ensure effective early resolution for our customers in accordance with agreed Policies, processes, standards, time scales and targets using our Customer Relationship Management system, Salesforce.
- You will deal with complaints from all areas of the business
- Thoroughly investigate feedback and complaints from customers showing empathy and understanding.
Examine databases, files, records and liaise and meet with relevant staff in order to fully understand the events and actions leading up to the complaint.
- To ensure complaints are responded to and fully investigated within the required timeframes and in line with internal and external processes.
- Work closely with the rest of the service improvement team, and heads of service to ensure the process meets best practice and gives the best customer experience.
- Through complaint handling be able to identify and elevate any serious concerns or risks to business through the appropriate channels and to Senior Management, such as any Health & Safety or Data Protection concerns.
- Actively promote and raising awareness of the feedback and complaints procedure across the organisation and the customers ensuring it is inclusive and accessible
- Support the Complaint Resolution Manager with stage 2 complaints.
- Ensure all complaint documentation and record keeping is accurately maintained on the customer relationship management system.
- Plan and facilitate complaint meetings and other methods of resolving feedback and concerns in a positive manner.
- Build and maintain good relationships with all colleagues across The Riverside Group to ensure service improvements are seen as positive changes.
- Contribute to the development of best practice standards and share learning across the team.
- Contribute to the dissemination of learning outcomes to both colleagues and customers to raise awareness of service improvements identified during the course of the complaint investigations.
- Triage complaints as they come into the business and assess them. This could include dealing with the complaint/Service Request or assigning it to another colleague .
Person specification
Knowledge, Skills and Experience
Essential
- Clear demonstrable experience in Complaints Handling
- An empathic approach to dealing with customers.
- Strong analytical and investigation skills.
- Excellent planning and organisational skills.
- Able to work to own initiative.
- Excellent interpersonal skills and the ability to communicate both verbally and in writing, focus on plain English.
- Dispute resolution skills, and the ability to truly listen to a customer’sconcerns and resolve effectively
- A ‘can-do’ attitude and solutions-driven, innovative approach
- An awareness of the risks associated with poor complaints management.
- Effective stakeholder management, both internally and external to the organisation.
- The ability to remain calm in a pressurised environment.
- Excellent team player who can work flexibly to meet business requirements.
- Results driven with strong analytical skills and experience of providing meaningful management information.
- Proficient use of Microsoft Office
- Knowledge of Housing
- Knowledge of the Housing Ombudsman’s complaint handling code.
- Experience of working in a complaints/resolution team
- Experience identifying service improvements as a result of feedback and complaints
About Us
Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent.
We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years.
We have plans to build over 15,000 affordable homes over the next decade.
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Complaints Handler employer: Riverside-12e5e24d
Riverside is an exceptional employer, dedicated to enhancing the lives of our customers and communities. With a strong commitment to diversity and inclusion, we offer extensive training and development opportunities, ensuring that every employee can grow and thrive in their role. Located in the vibrant area of Pimlico, Westminster, our supportive work culture fosters collaboration and empowers staff to make a meaningful impact in the lives of vulnerable individuals.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Riverside-12e5e24d.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Riverside-12e5e24d. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Riverside-12e5e24d.
How to prepare for a job interview at Riverside-12e5e24d
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Riverside-12e5e24d's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Riverside-12e5e24d offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
