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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 is committed to diversity and inclusion, supporting all applicants throughout the recruitment process.
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.
Responsibilities
- 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.
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
Prepare examples of how you've successfully managed customer complaints in the past. Be ready to discuss specific situations where you demonstrated empathy, discretion, and sound judgment, as these are key skills for a Complaints Officer.
✨Tip Number 3
Research Hyde's values and community impact initiatives. Showing that you align with their mission to create sustainable neighbourhoods can set you apart and highlight your genuine interest in the role.
✨Tip Number 4
Brush up on your Microsoft Office and CRM skills. Being confident in these tools is essential for managing caseloads effectively, and mentioning your proficiency can give you an edge during discussions.
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 experience in managing customer complaints and casework.
Highlight Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your CV and cover letter showcase your ability to draft clear and concise complaint responses. Provide examples of past experiences where you effectively engaged with stakeholders.
Demonstrate Empathy and Discretion: In your application, mention specific instances where you managed sensitive issues with empathy and sound judgment. This will show that you possess the necessary qualities to handle complaints professionally.
Showcase Organisational Skills: Emphasise your strong organisational and time-management skills in your application. Mention any tools or systems you have used, such as Microsoft Office or CRM systems, to manage caseloads effectively.
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 experience in managing customer complaints and engaging with stakeholders. Be ready to discuss how you handle sensitive issues with empathy and discretion.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific instances where you've identified root causes of complaints and recommended improvements. This shows your proactive approach to service improvement, which is essential for the role at Hyde.
✨Familiarise Yourself with Regulatory Standards
Understanding the Housing Ombudsman Complaint Handling Code and other relevant regulations is vital. Research these standards and be ready to discuss how you would ensure compliance in your role as a Complaints Officer.
