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- Tasks: Investigate and resolve complaints, ensuring fair and timely resolutions for residents.
- Company: Join a forward-thinking organisation dedicated to customer satisfaction.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and community engagement.
- Why this job: Make a real difference by improving services and fostering positive relationships.
- Qualifications: Strong communication skills and a passion for customer service.
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.
- Salary: £33,838
- Contract: 18 months FTC
- Based: Tunbridge Wells OR Epsom
- Hybrid Requirement: Minimum 2 days in the office
Complaints Investigator in Royal Tunbridge Wells employer: Town & Country Housing Group
Contact Detail:
Town & Country Housing Group Recruiting Team
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 in similar roles on LinkedIn. A friendly chat can give us insider info about the company culture and the complaints handling process.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints resolution. We should be ready to share examples of how we've handled difficult situations in the past, showcasing our problem-solving skills.
✨Tip Number 3
Showcase our passion for customer satisfaction! During interviews, let’s highlight our commitment to resolving complaints fairly and efficiently, aligning with TCH’s values and policies.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and show our enthusiasm for the role. Plus, it’s a great way to reiterate our interest in fostering positive relationships with residents.
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 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 you've tackled similar challenges in the past, so don’t hold back on those examples.
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’s super easy!
How to prepare for a job interview at Town & Country Housing Group
✨Know the Complaints Process Inside Out
Make sure you understand the complaints process thoroughly, especially Stage 2. Familiarise yourself with TCH’s Complaints Policy and the Housing Ombudsman Complaint Handling Code. This will show that you're serious about the role and ready to tackle complaints effectively.
✨Showcase Your Communication Skills
As a Complaints Investigator, strong communication is key. Prepare examples of how you've successfully resolved conflicts or handled difficult conversations in the past. This will demonstrate your ability to maintain positive relationships with residents and customers.
✨Emphasise Your Customer-Centric Approach
Highlight your commitment to customer satisfaction. Think of specific instances where you've gone above and beyond to ensure a positive outcome for a customer. This aligns perfectly with the role's focus on fostering a positive complaint-handling culture.
✨Prepare Questions About Continuous Improvement
Be ready to discuss how you would gather feedback from complaints and use it to improve services. Ask insightful questions about how the organisation currently implements changes based on resident feedback. This shows your proactive mindset and dedication to enhancing service quality.