At a Glance
- Tasks: Handle customer complaints with empathy and drive service improvements.
- Company: Join Selwood Housing, a not-for-profit organisation dedicated to affordable housing.
- Benefits: Enjoy 27 days holiday, flexible working, life assurance, and a competitive pension.
- Other info: Be part of a supportive team committed to inclusivity and continuous improvement.
- Why this job: Make a real difference by ensuring every customer voice is heard and valued.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 46350 - 46350 £ per year.
Behind every complaint is a customer who wants to be heard. At Selwood Housing, we take every complaint seriously. When customers speak up, we listen, learn from their feedback and take action to improve our services. We're looking for a Customer Complaints Specialist to ensure complaints are handled fairly and objectively, while driving service improvements that make a real difference to our customers. If you're committed to delivering fair outcomes and using customer insight to improve services, this could be the opportunity for you.
As a Customer Complaints Specialist, you'll help ensure complaints are handled fairly, consistently and in line with the Housing Ombudsman Complaint Handling Code. You'll coordinate complaints from initial triage through to resolution, supporting managers with investigations and ensuring customers are kept informed throughout the process. You'll also support the management of Housing Ombudsman cases, disrepair claims and subject access requests, while identifying trends, sharing insight and helping drive service improvements across the organisation. Working closely with colleagues across the business, you'll provide guidance and support to promote a positive complaints culture and deliver the best possible outcomes for customers.
What we're looking for:
- Customer Driven: You put customers at the heart of what you do, handling complaints with empathy, professionalism and fairness while ensuring customers are kept informed throughout the process.
- Accountability: You take ownership of complaint management, working proactively to ensure cases are investigated thoroughly, resolved within agreed timescales and managed in line with policy and the Housing Ombudsman Complaint Handling Code.
- Develop & Learn: You recognise that complaints are opportunities to learn. You use feedback, data and trends to identify root causes, share learning and support continuous improvement across services.
- Champion Communication: You build positive relationships with customers and colleagues alike, communicating clearly and confidently, providing guidance and support, and helping to embed a positive complaints culture across the organisation.
You'll bring:
- A good standard of literacy and numeracy, evidenced by GCSE Grade C/4 or above (or equivalent qualification) in English and Maths.
- Proven track record of using a CRM system.
- Full knowledge of the Housing Ombudsman Complaint Handling Code, with an in-depth understanding of how to apply it.
- Excellent written and oral communication skills.
- Experience of litigation in disrepair claims.
- A commitment to creating an inclusive environment where colleagues and customers are treated with fairness, dignity and respect.
For further information on the role, please review the job description attached to the advert.
Why join Selwood Housing?
At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not-for-profit housing organisation, we own and manage over 7,000 homes across the Southwest - and we're growing. With a bold ambition to build 1,700 new affordable homes by 2034, we're investing in the future of local people and places. You'll be joining a close-knit team where people support each other, share knowledge, and take pride in doing things properly.
Some of our benefits include:
- Competitive salary
- Generous holiday entitlement
- Life assurance
- Flexible working opportunities
- Competitive pension
- Cycle to work scheme
- Ongoing training and development
- A supportive team environment where your contribution really matters.
Join Us in Making Every Voice Count: If you're committed to delivering fair outcomes, building customer trust and using customer feedback to improve services, we'd welcome your application.
Our Commitment to Diversity & Inclusion
At Selwood Housing, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us. We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone. We may close this vacancy early depending on application volumes, so we encourage early applications.
Head of Operations Services (Fixed-term contract, up to 12 months) Job profile employer: Selwood Housing Group
Selwood Housing is an exceptional employer that prioritises the growth and development of its employees, offering a supportive team environment where collaboration and knowledge sharing are key. With a commitment to inclusivity and a generous benefits package, including competitive salaries, flexible working opportunities, and ongoing training, Selwood Housing provides a meaningful career path in the building trade while making a positive impact on local communities. Join us to be part of a close-knit team dedicated to delivering high-quality service and creating affordable homes for all.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations Services (Fixed-term contract, up to 12 months) Job profile
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Selwood Housing Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Selwood Housing Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Operations Services (Fixed-term contract, up to 12 months) Job profile
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Selwood Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Selwood Housing Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Selwood Housing Group!
How to prepare for a job interview at Selwood Housing Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
