At a Glance
- Tasks: Manage and resolve resident complaints while ensuring a fair and efficient service.
- Company: Customer-focused housing organisation in South London with a hybrid working model.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive team dedicated to enhancing resident satisfaction.
- Why this job: Make a real difference in residents' lives by improving their complaint experiences.
- Qualifications: Experience in customer service or complaints handling, strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
We are currently recruiting for an experienced Complaints Officer to join a customer-focused housing organisation in South London. This is an excellent opportunity for someone with strong customer service and complaint handling experience to play a key role in ensuring residents receive a professional, fair, and efficient complaints service in line with the Housing Ombudsman Complaint Handling Code.
Key responsibilities include:
- Managing and administering formal complaints through a CRM system
- Monitoring complaint progress and ensuring deadlines are met
- Supporting managers with complaint responses and resolutions
- Maintaining accurate records, reports, and complaint trackers
- Liaising with residents, contractors, and internal departments
- Supporting Housing Ombudsman case management and evidence collation
- Assisting with complaints learning, service improvement initiatives, and customer engagement activities
- Producing reports and trend analysis relating to complaints and compensation
The successful candidate will have:
- Previous experience within complaints, customer service, or housing environments
- Strong written and verbal communication skills
- Excellent organisational skills and attention to detail
- Experience using CRM systems and Microsoft Office packages
- Ability to manage workloads independently and work collaboratively within a team
- A proactive and customer-focused approach
- Housing sector experience and knowledge of the Housing Ombudsman Complaint Handling Code would be highly advantageous.
Resident Complaints Specialist (Hybrid) employer: The Oyster Partnership
Join a dynamic and customer-focused housing organisation in South London, where your expertise as a Resident Complaints Specialist will be valued and impactful. We pride ourselves on fostering a supportive work culture that prioritises employee growth through continuous training and development opportunities, while also offering a hybrid working model that promotes work-life balance. With a commitment to excellence in service delivery, you will play a crucial role in enhancing resident satisfaction and driving improvements within our community.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Complaints Specialist (Hybrid)
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or customer service field. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for those interviews! Research common complaints scenarios and think about how you’d handle them. We want you to show off your problem-solving skills and customer-focused approach.
✨Tip Number 3
Don’t forget to follow up! After an interview, drop a quick thank-you email to express your appreciation. It keeps you on their radar and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s the best way to ensure your application gets seen by the right people.
We think you need these skills to ace Resident Complaints Specialist (Hybrid)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in complaints handling and customer service. We want to see how your skills align with the role of a Complaints Officer, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since strong written communication is key for this role, ensure your application is clear, concise, and free of errors. Use professional language but keep it friendly – we love a personable touch that reflects your character!
Highlight Your Organisational Skills:As a Complaints Officer, you'll need to manage multiple cases at once. In your application, give examples of how you've successfully organised your workload in the past. This will show us you can handle the demands of the role effectively.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at The Oyster Partnership
✨Know Your Stuff
Make sure you’re familiar with the Housing Ombudsman Complaint Handling Code. Brush up on the key principles and how they apply to the role of a Complaints Officer. This will show that you’re not just interested in the job, but that you understand the framework within which you'll be working.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully handled complaints or improved customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your skills and experience effectively.
✨Be Organised
Since the role involves managing complaints through a CRM system, it’s crucial to highlight your organisational skills. Bring along any relevant documentation or reports that showcase your ability to track and manage complaints efficiently. This will give the interviewers confidence in your capabilities.
✨Engage with the Interviewers
Don’t forget that interviews are a two-way street! Prepare thoughtful questions about the organisation's approach to complaints and how they measure success. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
