At a Glance
- Tasks: Review and resolve stage 2 complaints, ensuring fairness and compliance with regulations.
- Company: Large Housing Association committed to excellent customer service.
- Benefits: Competitive pay, hybrid working options, and a chance to make a real difference.
- Other info: Join a supportive team with opportunities for professional growth.
- Why this job: Empower yourself to make impactful decisions and improve customer relationships.
- Qualifications: Experience in complaint handling and strong analytical skills required.
Large Housing Association requires a temporary Complaints Reviewer. The Complaints Reviewer is a specialist role within the Complaints Service, responsible for dealing with stage 2 complaints, ensuring that complaints escalated to stage 2 are thoroughly reviewed, fairly assessed and resolved in line with regulatory requirements and best practice.
Responsibilities:
- Conducting comprehensive reviews of stage 2 complaints, assessing the quality and rigour of investigations completed at stage 1 and determining whether complaints have been handled fairly for customers.
- You will be empowered to make independent decisions on complaint outcomes, mitigate organisational risk, and ensure that reviews are conducted with appropriate rigour to withstand external scrutiny whilst maintaining positive customer relationships.
- Lead on reviewing stage 2 complaints, conducting thorough assessments of stage 1 investigations to ensure they have been comprehensive, fair and compliant with regulatory requirements.
- Advise on the appropriate level of rigour required for stage 2 reviews, ensuring investigations are proportionate to the complexity and significance of the complaint.
- Make independent, evidence based decisions on complaint outcomes, compensation levels and other remedies in line with organisational policy and regulatory guidance.
- Ensure all stage 2 reviews are completed within regulatory timescales and meet the standards set out in the Housing Ombudsman Service Complaint Handling Code.
- Take ownership of stage 2 reviews from acknowledgement to closure, keeping residents regularly informed of progress and explaining decisions clearly and sensitively.
- Resolve complex, ongoing complaints through comprehensive review, identifying where service failures have occurred and determining appropriate redress.
- Restore customer relationships through effective resolution recovery, fair outcomes and clear communication.
- Draft comprehensive, high quality response letters that demonstrate a thorough review, balanced decision making and clear reasoning.
- Ability to work independently, taking ownership of complex reviews and making autonomous decisions within policy parameters.
- Capability to remain calm under pressure, demonstrating resilience and professionalism when managing challenging complaints and stakeholders.
Skills and experience:
- Experience of complaint handling within a regulatory environment, managing cases through to resolution.
- Proven experience reviewing the quality of complaint investigations and assessments conducted by others.
- Experience working with compensation frameworks and making evidence-based decisions on appropriate redress levels.
- Excellent written communication skills with the ability to draft comprehensive, clear and balanced response letters and reports for senior audiences.
- Excellent verbal communication and interpersonal skills with the ability to engage effectively with residents, colleagues and senior stakeholders.
- Advanced analytical skills with the ability to assess investigation quality, identify gaps in evidence and determine appropriate next steps.
- Meticulous attention to detail with a results-driven approach to quality assurance and complaint resolution.
Hybrid arrangements - Wednesdays and Thursdays in the office, on other days working from home may be possible, depending on the work needed and the interaction required.
£25.27ph PAYE or £33.42ph Umbrella
Complaints Reviewer employer: TRI Consulting Ltd
Join a dynamic and supportive team as a Print Finisher, where your expertise in commercial print finishing will be valued and nurtured. With a focus on high-quality projects and ongoing training, you'll have the opportunity to grow your career in a fast-paced environment that prioritises collaboration and quality. Enjoy a competitive salary and the chance to work alongside passionate professionals dedicated to excellence in print production.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Reviewer
✨Dive into Industry Groups
Join compliance and risk management groups on platforms like LinkedIn and Facebook. These communities often share temp job postings and insights. You’d be surprised at how many temporary gigs float around through word of mouth!
✨Showcase Your Expertise
Consider creating content on compliance topics that get you noticed—think LinkedIn articles or even a blog. This not only shows off your knowledge but can grab the attention of companies like TRI Consulting Ltd when they’re searching for someone to fill a temporary position.
✨Tap into Recruitment Agencies
Reach out to recruitment agencies that specialise in compliance and risk roles. They’re usually in touch with companies looking to fill temporary roles, which can save us a lot of time in our job search.
✨Go Local with Networking
Attend local compliance and risk seminars or workshops. Meeting professionals in our area can open up temp opportunities, and it’s a great way to make your face known in the industry—plus, you might even meet someone from TRI Consulting Ltd!
We think you need these skills to ace Complaints Reviewer
Some tips for your application 🫡
Show Your Compliance Know-How:When you’re applying for a compliance-risk role like Complaints Reviewer, make sure to highlight your understanding of industry regulations and risk management principles. Mention any relevant coursework, certifications, or projects that showcase your expertise in these areas—it's what sets you apart!
Highlight Your Analytical Skills:In the compliance-risk field, strong analytical skills are essential. Talk about your experiences that required critical thinking and data analysis, whether in past roles, internships, or academic projects. Show us how you've identified risks and implemented solutions in the past.
Tailor Your CV for the Temporary Role:Since this is a temporary role, focus on your availability and flexibility in your CV. Highlight any previous short-term roles or projects that demonstrate your ability to adapt quickly and deliver results in a fast-paced environment. This helps employers see you as an easy fit in their team!
A Concise Cover Letter is Key:Keep your cover letter short and focused! Explain why you're interested in the compliance-risk area specifically for this temporary position at TRI Consulting Ltd. Mention what you hope to learn and achieve, showing your enthusiasm and motivation to contribute positively during your time there.
How to prepare for a job interview at TRI Consulting Ltd
✨Know Your Compliance Basics
Make sure you're clued up on the key compliance and risk regulations pertinent to the industry you're applying to. Understanding frameworks like GDPR or AML will not only impress but also show that you’re ready to hit the ground running in your temporary role at TRI Consulting Ltd.
✨Prepare for Scenarios
Expect scenario-based questions that test your problem-solving skills. They might ask how you'd handle a specific compliance issue. Think through real situations you’ve encountered in past roles or study hypothetical cases to showcase your analytical skills and practical judgement during the interview.
✨Highlight Your Adaptability
Since this is a temporary position, emphasise your ability to adapt quickly to new environments and team dynamics. Share examples of how you’ve successfully adjusted to changes in past roles and how this flexibility can benefit TRI Consulting Ltd in the short term.
✨Gather Your Technical Tools
Familiarise yourself with commonly used compliance tools or software, as they might come up in the interview. If you've used tools for risk assessments or compliance tracking, mention those and be ready to discuss how they can streamline processes at TRI Consulting Ltd.
