At a Glance
- Tasks: Manage complaints, investigate issues, and ensure customer satisfaction in a hybrid role.
- Company: Dynamic housing organisation focused on customer service and improvement.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Hybrid work model with a supportive team environment.
- Why this job: Make a real difference by resolving tenant issues and enhancing service quality.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 180 - 190 £ per hour.
Are you an experienced complaints professional with a passion for delivering outstanding customer service and driving service improvements? This Temporary Complaints Resolution Officer opportunity offers the chance to take ownership of a varied dispute caseload, work closely with tenants and operational teams, and ensure compliance with the Housing Ombudsman's Complaint Handling Code within a customer-focused housing organisation.
Offering £180 - £190 per day via Umbrella and flexible working, Hybrid 3 days in the Office and 2 days at Home, this is an excellent opportunity for someone with housing complaints, casework or customer service experience who enjoys investigating complex issues, influencing positive outcomes and promoting learning from customer feedback.
In this position, you will be:
- Managing a varied caseload of complaints from initial investigation through to resolution
- Acting as the main point of contact for tenants throughout the process
- Ensuring investigations are handled in line with the Housing Ombudsman's Complaint Handling Code and organisational policies
- Investigating service failures, gathering evidence and making fair, evidence-based decisions
- Drafting clear, professional and customer-focused responses
- Working collaboratively with internal teams to agree resolutions, remedies and customer outcomes
- Processing and coordinating compensation payments where appropriate
- Maintaining accurate case records, notes and customer feedback data
- Monitoring trends and identifying opportunities for service improvement
I'd love to speak to someone who has:
- Experience handling Stage 1 and 2 complaints, customer feedback or complex casework or customer enquiries within a customer-facing environment
- Knowledge of the Housing Ombudsman's Complaints Handling Code or a similar framework
- An understanding of housing management, repairs, tenancy services or resident engagement
- Strong investigation and problem-solving skills with the ability to make balanced decisions
- Excellent written communication skills and experience drafting professional correspondence
- Experience dealing with sensitive or challenging situations with empathy and professionalism
- Strong organisational skills with the ability to manage multiple priorities
Remote working/work at home options are available for this role.
Temporary Complaints Resolution Officer - Hybrid in Northampton employer: Rocasa Consulting
Rocasa Consulting is an exceptional employer that values its employees by offering a supportive work culture and opportunities for professional growth within the community-focused role of Temporary Anti Social Behaviour Officer. With a commitment to tackling anti-social behaviour in Kent, employees benefit from hybrid working arrangements, competitive pay, and the chance to make a meaningful impact in residents' lives while collaborating with dedicated professionals in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Temporary Complaints Resolution Officer - Hybrid in Northampton
✨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 Rocasa Consulting.
✨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 Rocasa Consulting. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Temporary Complaints Resolution Officer - Hybrid in Northampton
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 Rocasa Consulting.
How to prepare for a job interview at Rocasa Consulting
✨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 Rocasa Consulting'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 Rocasa Consulting 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!
