At a Glance
- Tasks: Investigate and resolve complaints, ensuring fair and timely resolutions.
- Company: TCH, committed to fostering positive relationships with residents.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive team focused on continuous improvement.
- Why this job: Make a real difference by improving services and customer satisfaction.
- Qualifications: Strong communication skills and a passion for resolving issues.
The predicted salary is between 30000 - 40000 £ per year.
To investigate and resolve complaints raised by residents and other customers, ensuring fair and timely resolutions in compliance with TCH’s Complaints Policy and the Housing Ombudsman Complaint Handling Code. The role is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents and other customers.
To support the complaints handling process, by supporting colleagues to resolve complaints and meet performance targets with the aim of achieving high levels of customer satisfaction with all service areas. The focus of this role will be on handling complaints escalated to Stage 2 of our complaints process, however some involvement with supporting the stage 1 process will also be required.
To assist with providing assurance that complaints handling, and other information and communication is compliant with all relevant legislation and regulation and with TCH policy and procedure and reflective of our values.
To support the organisation to work with residents and other customers, gathering and using feedback from complaints and understanding residents’ priorities to continuously improve services.
Contract: 18 months FT
Hybrid Requirement: Minimum 2 days in the office
Complaints Investigator employer: Town and Country Housing
At TCH, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. As a Complaints Investigator, you will play a vital role in enhancing customer satisfaction while benefiting from our commitment to continuous improvement and collaboration with residents. With flexible hybrid working arrangements and a focus on compliance and values, TCH provides a rewarding environment for those seeking meaningful employment in the housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles. They can give you the inside scoop on what it’s really like to work as a Complaints Investigator and might even refer you for the job.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling. Think about how you would ensure fair resolutions and maintain strong relationships with customers. We want you to shine!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've resolved complaints or handled difficult situations in the past. This will demonstrate your ability to meet performance targets and achieve customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Complaints Investigator. We want to see how you can contribute to fostering a positive complaint-handling culture!
Showcase Your Communication Skills:Since this role involves resolving complaints and maintaining strong relationships, it's crucial to demonstrate your communication skills. Use clear and concise language in your application to reflect your ability to handle sensitive situations.
Highlight Relevant Experience:If you've got experience in complaints handling or customer service, make it shine! We love seeing how your past roles have prepared you for this position, especially in dealing with escalated complaints.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Town and Country Housing
✨Know the Complaints Policy Inside Out
Make sure you’re familiar with TCH’s Complaints Policy and the Housing Ombudsman Complaint Handling Code. This will not only show your commitment to the role but also help you answer questions confidently about how you would handle various complaint scenarios.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully resolved complaints or conflicts. Highlight your approach to finding fair and timely resolutions, as this is crucial for the role of a Complaints Investigator.
✨Emphasise Customer Satisfaction
Be ready to discuss how you prioritise customer satisfaction in your work. Share specific strategies you’ve used to gather feedback and improve services based on residents’ priorities, as this aligns perfectly with the job's focus.
✨Demonstrate Team Collaboration
Since the role involves supporting colleagues, be prepared to talk about your experience working in teams. Discuss how you’ve collaborated with others to meet performance targets and enhance the overall complaint-handling process.
