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- Tasks: Investigate and resolve customer complaints while ensuring high-quality service delivery.
- Company: Hyde is a leading provider of affordable homes, focused on community impact and sustainable neighbourhoods.
- Benefits: Enjoy a fantastic pension, life assurance, great holidays, and an award-winning flexible benefits package.
- Why this job: Join a diverse team dedicated to making a real difference in people's lives and communities.
- Qualifications: Experience in managing customer complaints, excellent communication skills, and knowledge of the housing sector required.
- Other info: Hyde values diversity and is committed to creating an inclusive workplace for all.
The predicted salary is between 25200 - 31500 £ per year.
Hyde is looking to recruit a Complaints Officer. Hyde is a leading provider of affordable homes, dedicated to helping people access safe and high-quality housing. With a strong focus on community impact, we work to create sustainable, thriving neighbourhoods while supporting our customers build better futures.
As a Complaints Officer at Hyde you will be working within the Customer Resolution Team to assist in investigating and resolving customer complaints, ensuring high-quality service delivery and compliance with regulatory standards.
- Investigate complaints thoroughly, reviewing documents and engaging with complainants and stakeholders.
- Draft and review high-quality complaint responses that clearly outline findings and proposed actions.
- Liaise with internal teams and external stakeholders to ensure complaint resolution and learning.
- Monitor complaint trends and provide reports and insights to management.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code.
- Support continuous service improvement by identifying root causes and recommending system changes.
Skills and Experience Required
- Experience managing customer complaints or complex casework in a housing or customer service setting.
- Excellent written and verbal communication skills, including letter writing and stakeholder engagement.
- Ability to manage sensitive issues with empathy, discretion, and sound judgment.
- Strong organisational and time-management skills with attention to detail.
- Confident using Microsoft Office and CRM systems to manage caseloads.
- Knowledge of the housing sector and relevant regulatory requirements.
Benefits
- A fantastic pension
- Life assurance
- Great holidays
- An award-winning flexible benefits package
- Volunteering days
At Hyde, diversity and inclusion are at the heart of everything we do. We are dedicated to fostering a culture where inclusivity is embedded in our ways of working, not just a standalone initiative. We believe that the best ideas and solutions arise from a rich mix of perspectives, backgrounds, and experiences. Our commitment is to create a workplace that reflects the diverse communities we serve, where everyone feels valued, respected, and proud to bring their authentic selves to work.
Hyde is a disability confident employer and we are here to support you with any reasonable adjustments that you need throughout the recruitment process.
We reserve the right to close this advert as soon as a suitable candidate has been identified.
Complaints Officer FTC employer: The Hyde Group
Contact Detail:
The Hyde Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer FTC
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in your role but also demonstrate your commitment to compliance and high-quality service delivery during the interview.
✨Tip Number 2
Brush up on your communication skills, especially in drafting responses. Practice writing clear and concise complaint responses that outline findings and proposed actions, as this is a key part of the role.
✨Tip Number 3
Network with professionals in the housing sector. Engaging with others who have experience in customer complaints can provide valuable insights and tips that could set you apart from other candidates.
✨Tip Number 4
Prepare for situational questions in your interview. Think about how you would handle sensitive issues with empathy and discretion, as well as how you would manage your time effectively when dealing with multiple complaints.
We think you need these skills to ace Complaints Officer FTC
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and skills required for the Complaints Officer position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your communication skills and empathy. Mention specific examples of how you've successfully managed customer complaints or complex casework in the past.
Highlight Relevant Experience: In your CV, emphasise your experience in customer service or housing sectors. Include any specific achievements related to complaint resolution and your ability to work with diverse stakeholders.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Ensure there are no spelling or grammatical errors, as attention to detail is crucial for this role.
How to prepare for a job interview at The Hyde Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Officer. Familiarise yourself with the key tasks such as investigating complaints, drafting responses, and liaising with stakeholders. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is crucial for this role, prepare examples that highlight your ability to engage with customers and stakeholders effectively. Practice articulating your thoughts clearly and concisely.
✨Demonstrate Empathy and Discretion
Be ready to discuss how you handle sensitive issues with empathy and sound judgment. Share specific instances where you've managed difficult situations, showcasing your ability to maintain professionalism while being compassionate.
✨Familiarise Yourself with Regulatory Standards
Research the Housing Ombudsman Complaint Handling Code and other relevant regulations. Being knowledgeable about these standards will not only impress your interviewers but also show your commitment to compliance and high-quality service delivery.
