At a Glance
- Tasks: Manage customer complaints and ensure fair resolutions with clear communication.
- Company: Join a supportive team in Ealing, London, with a hybrid work model.
- Benefits: Gain valuable experience in a temporary role with flexible working hours.
- Other info: Opportunity to develop your career in a dynamic public sector environment.
- Why this job: Make a real difference by helping customers navigate their complaints effectively.
- Qualifications: Experience in complaint management and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Ealing, London W5 (Hybrid – 1 office day per week, increasing to 2)
Start Date: ASAP
Contract Type: Temporary 3 months
Weekly Hours: 35 hours per week
Responsibilities
- Manage customer complaints from initial contact through to final resolution.
- Conduct detailed investigations and provide fair, evidence-based outcomes.
- Draft high-quality written responses, including Stage 2 complaint responses.
- Prepare cases and documentation for Housing Ombudsman investigations and panel reviews.
- Keep customers informed throughout the complaint process with clear and empathetic communication.
- Process compensation payments where appropriate.
- Maintain accurate case records using CRM systems.
Qualifications
- Previous experience managing complaints within housing, public sector, or regulated environments.
- Experience handling complex complaints and producing formal written responses.
- Strong understanding of complaint handling frameworks and regulatory timescales.
- Excellent written and verbal communication skills.
- Strong attention to detail and ability to make balanced, impartial decisions.
- Confident using Microsoft Office and CRM systems.
Contact Details:
Service Care Solutions Ltd Recruitment Team
We think you need these skills to ace Complaints & Resolution Caseworker
Complaint Management
Investigative Skills
Evidence-Based Decision Making
Written Communication
Regulatory Knowledge
Attention to Detail
Impartial Decision Making
