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- Tasks: Help customers resolve complaints and manage compensation requests with empathy and attention to detail.
- Company: Join The Pioneer Group, a community-focused Housing Association dedicated to making a positive impact.
- Benefits: Enjoy 29 days leave, flexible working, health perks, and opportunities for personal development.
- Why this job: Make a real difference in people's lives while working in a supportive and inclusive environment.
- Qualifications: Experience in customer service is preferred; regulated industry experience is a plus but not required.
- Other info: Be part of a diverse team that values individuality and promotes a thriving workplace culture.
Submit your CV and any additional required information after you have read this description by clicking on the application button.
£26,507 per annum
Birmingham, Castle Vale
Full Time, Permanent
Are you passionate about providing excellent customer service? We’re looking for an experienced Customer Service/ Complaints Assistant who has experience of administrating complaints and understands the importance of being customer centric. You’ll be a good communicator who actively listens and who is confident supporting customers over the phone and face to face. Alongside this you’ll need excellent written skills, being able to clearly articulate complaint outcomes to customers. You’ll be empathetic, organised and have good attention to detail.
You’ll be responsible for:
- Administering and coordinating customer complaints
- Managing compensation requests
- Overseeing the process for Ombudsman, Councillor and MP enquiries
- Handling a wide range of customer interactions, so you’ll be good at quickly building relationships with customers
- Reporting on the number of complaints received and closed, the types of complaints received and the outcomes
- As part of the Customer Service Team, there may also be the need from time to time for you to help out on Reception, dealing with general enquiries in person or on the phone
Previous experience of working in a regulated industry would be beneficial but not necessary.
The Pioneer Group is a small Housing Association that puts our Community at the heart of everything we do and this role provides an opportunity to make a positive impact on the day to day lives of our colleagues and tenants.
With excellent terms and conditions and a permanent position, you would be working for a company that is committed to investing in our people. We offer a fantastic benefits package which includes:
- 29 days basic annual leave (full time) + Bank Holidays
- Pension schemes
- A commitment to safety and wellbeing including access to a Bupa Health Cash Plan which provides discounts on gym membership, sports equipment and days out, as well as reimbursement on NHS prescription charges, eye tests, dental care and physiotherapy
- A commitment to work life balance through our Agile/flexible working principles
- Family Friendly policy with enhanced benefits
- Learning and Development opportunities
- Internal coaching and mentoring opportunities
- Staff social events
We also offer mentoring and coaching, wellbeing champion new starter Buddy as part of your probation and opportunities to shadow other departments.
The Pioneer Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of background and cultures. We value and respect individuality and engage a culture within our organisation where people can thrive and be themselves. We also make sure employees are valued for their strengths and experiences. Everyone who either applies to or works for the organisation is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.
Complaints Assistant employer: The Pioneer Group
Contact Detail:
The Pioneer Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Assistant
✨Tip Number 1
Familiarise yourself with common complaints handling procedures and best practices. This will not only help you understand the role better but also allow you to speak confidently about your knowledge during any interviews.
✨Tip Number 2
Practice your communication skills, especially active listening and empathy. You might want to role-play scenarios with a friend or family member to get comfortable with responding to customer complaints effectively.
✨Tip Number 3
Research The Pioneer Group and their values. Understanding their commitment to community and customer service will enable you to align your responses and demonstrate that you are a good fit for their team.
✨Tip Number 4
Network with current or former employees of The Pioneer Group on platforms like LinkedIn. They can provide insights into the company culture and the specific challenges faced in the Complaints Assistant role, which can be invaluable during your application process.
We think you need these skills to ace Complaints Assistant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and complaints administration. Use specific examples that demonstrate your ability to handle complaints effectively and your strong communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention how your skills align with the role's requirements, particularly your empathy, attention to detail, and ability to articulate outcomes clearly.
Highlight Relevant Experience: If you have previous experience in a regulated industry or similar roles, be sure to emphasise this in your application. Detail any specific achievements or challenges you've overcome in past positions.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Clear and professional writing is crucial for this role, so ensure your application reflects that.
How to prepare for a job interview at The Pioneer Group
✨Showcase Your Customer Service Skills
As a Complaints Assistant, your ability to provide excellent customer service is crucial. Be prepared to share specific examples from your past experiences where you successfully resolved complaints or improved customer satisfaction.
✨Demonstrate Empathy and Active Listening
During the interview, highlight your empathetic approach to handling complaints. Practice active listening techniques, as this will show that you value customer concerns and are committed to finding solutions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of various complaint situations you might encounter and how you would handle them, focusing on your communication and organisational skills.
✨Familiarise Yourself with the Company Values
Research The Pioneer Group and understand their commitment to community and diversity. Align your answers with their values during the interview to demonstrate that you are a good fit for their culture.
