At a Glance
- Tasks: Investigate and resolve complaints, ensuring fair and timely resolutions.
- Company: Join a forward-thinking organisation dedicated to customer satisfaction.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: 18-month fixed-term contract with a supportive team environment.
- Why this job: Make a real difference by improving services and fostering positive relationships.
- Qualifications: Strong communication skills and a passion for customer service.
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 FTC Hybrid Requirement: Minimum 2 days in the office.
Complaints Investigator in Royal Tunbridge Wells employer: Town and Country Housing
As a Complaints Investigator at TCH, you will be part of a dynamic team dedicated to fostering a positive complaint-handling culture while ensuring compliance with our policies and regulations. Our hybrid work model promotes flexibility, allowing you to balance your professional and personal life effectively. We prioritise employee growth through continuous training and development opportunities, making TCH an excellent employer for those seeking meaningful and rewarding careers in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator in Royal Tunbridge Wells
✨Tip Number 1
Network like a pro! Reach out to current or former employees at TCH on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling. We should be ready to share examples of how we've resolved conflicts or improved customer satisfaction in the past.
✨Tip Number 3
Show off our problem-solving skills! During the interview, we can discuss specific complaints we've handled and how we ensured fair resolutions. This will highlight our ability to meet TCH’s values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed and shows that we’re genuinely interested in joining the TCH team.
We think you need these skills to ace Complaints Investigator in Royal Tunbridge Wells
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 excellent communication skills. Use clear and concise language in your application to reflect this.
Highlight Relevant Experience:If you've got experience in handling complaints or working in customer service, make it shine! We love seeing how your past roles have prepared you for this position, especially in compliance with policies and procedures.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Town and Country Housing
✨Know the Complaints Process Inside Out
Make sure you’re familiar with TCH’s Complaints Policy and the Housing Ombudsman Complaint Handling Code. Being able to discuss these in detail will show that you understand the framework within which you'll be working.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved complaints in the past. Highlight your ability to handle escalated issues and demonstrate your commitment to achieving high levels of customer satisfaction.
✨Emphasise Team Collaboration
This role involves supporting colleagues, so be ready to talk about your experience working in a team. Share instances where you’ve helped others resolve complaints or met performance targets together.
✨Demonstrate a Customer-Centric Approach
Be prepared to discuss how you gather and use feedback from residents to improve services. Show that you value residents’ priorities and are committed to fostering a positive complaint-handling culture.
