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 pension, 28 days holiday, 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 enhancing community services.
- Qualifications: Experience in complaints handling and strong analytical skills required.
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.
- You will have individual autonomy and freedom to solve customer problems and provide responsive, supportive and thorough investigations to all feedback and complaints.
- Develop performance information, insights and understanding into the causes for customer feedback and identify areas for improvement based on learning.
- Work closely with the Heads of Services to identify service improvements as a result of customer feedback.
About you:
- Clear demonstrable experience in Complaints Handling.
- An empathic approach to dealing with customers.
- Strong analytical and investigation skills.
- Excellent planning and organisational skills.
Role Profile:
- To provide a professional, responsive and positive feedback and complaint resolution service to customers.
- To deliver a customer centred approach to the handling of feedback and complaint resolution.
- To manage a caseload of service requests and complaints to ensure effective early resolution for our customers.
- Thoroughly investigate feedback and complaints from customers showing empathy and understanding.
- Ensure complaints are responded to and fully investigated within the required timeframes.
- Actively promote and raise awareness of the feedback and complaints procedure across the organisation.
- Support the Complaint Resolution Manager with stage 2 complaints.
- Build and maintain good relationships with all colleagues across The Riverside Group.
Person specification:
- Clear demonstrable experience in Complaints Handling.
- Strong analytical and investigation skills.
- Excellent interpersonal skills and the ability to communicate both verbally and in writing.
- Dispute resolution skills, and the ability to listen to a customer’s concerns and resolve effectively.
- A ‘can-do’ attitude and solutions-driven, innovative approach.
- Effective stakeholder management, both internally and externally.
- The ability to remain calm in a pressurised environment.
- Results driven with strong analytical skills and experience of providing meaningful management information.
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. We are a leading provider of supported housing services, particularly for those affected by homelessness.
Complaints Handler in London employer: Riverside-12e5e24d
Riverside is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee development and well-being. With competitive pay, generous benefits, and flexible working options, employees are empowered to make a meaningful impact in the community while enjoying a fulfilling career. Located in Arlington, London, Riverside fosters a diverse environment where every voice is valued, making it an ideal place for those seeking rewarding employment in the social housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in London
✨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 in London
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!
