At a Glance
- Tasks: Manage and resolve customer complaints with empathy and thorough investigations.
- Company: Leading housing organisation focused on outstanding customer service.
- Benefits: Hybrid work model, competitive pay, and a supportive team environment.
- Other info: Join a dynamic team with opportunities for professional growth.
- Why this job: Make a real difference by ensuring fair outcomes for customers in need.
- Qualifications: Experience in complaint management and strong communication skills required.
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.
We are currently recruiting for three Complaints & Resolution Caseworkers to join a leading housing organisation's Customer Experience team based in Ealing. This is an excellent opportunity for experienced complaints professionals who are passionate about delivering fair outcomes and outstanding customer service. You will take ownership of complaints from receipt through to resolution, ensuring investigations are thorough, impartial, and compliant with regulatory requirements.
Key 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.
Candidate Profile
- 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.
Complaints & Resolution Caseworker in Ealing employer: Service Care Solutions Ltd
Join a leading housing organisation in Ealing, where we prioritise outstanding customer service and fair outcomes. Our hybrid work model promotes a healthy work-life balance, while our commitment to employee development ensures you have the tools and opportunities to grow within your role. Experience a supportive culture that values your contributions and fosters a collaborative environment, making it an excellent place for passionate complaints professionals to thrive.
Contact Details:
Service Care Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Resolution Caseworker in Ealing
✨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 Service Care Solutions Ltd.
✨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 Service Care Solutions Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints & Resolution Caseworker in Ealing
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 Service Care Solutions Ltd.
How to prepare for a job interview at Service Care Solutions Ltd
✨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 Service Care Solutions Ltd'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 Service Care Solutions Ltd 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!
