At a Glance
- Tasks: Investigate and resolve housing complaints with a focus on customer satisfaction.
- Company: Reputable Housing Association in London with a commitment to fairness.
- Benefits: Competitive pay, hybrid working, and opportunities for professional growth.
- Other info: Dynamic role with a focus on excellent customer service and complaint resolution.
- Why this job: Make a real difference by helping residents and improving their living experience.
- Qualifications: Experience in handling Stage 1 complaints; Stage 2 experience is a plus.
The predicted salary is between 48000 - 60000 £ per year.
Large Housing Association requires a Complaints Investigator to analyse and resolve complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation.
Experience of responding to Stage 1 complaints is vital and experience of handling Stage 2 would be beneficial. Based in Hammersmith - hybrid working with Wednesday and Thursday in the office.
You will be expected to provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer. You will demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
You will acknowledge and resolve complaints by project managing high quality responses. You will take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress. Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents. Solve complex open and ongoing complaints.
Provide high level written responses in line with the understanding of a regulatory approach to complaint handling. Ensure that all compensation payments are processed and issued to complainants in adherence with our service standards. Keep accurate notes on our in-house CRM system of all customer contact and details in relation to the complaint.
Housing Complaints Analyst. Job in London LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
As a leading Housing Association based in Hammersmith, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee growth and development. Our hybrid working model allows for flexibility while ensuring that our team members are equipped with the tools and resources needed to excel in their roles, particularly as a Housing Complaints Analyst. With a commitment to excellent customer service and a focus on resolving complaints efficiently, we offer a rewarding environment where your contributions directly impact the lives of residents.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaints Analyst. Job in London LilyLifestyle Jobs
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach and show them you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your interview skills with a friend or in front of the mirror. Focus on how you can demonstrate your experience with Stage 1 and Stage 2 complaints, and be ready to share specific examples of how you've resolved issues in the past.
✨Tip Number 3
Don’t underestimate the power of networking! Reach out to current or former employees on LinkedIn. They might give you insider tips about the interview process or even refer you directly, which can really boost your chances.
✨Tip Number 4
Apply through our website for a smoother process! It shows you're serious about the role and makes it easier for us to track your application. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Housing Complaints Analyst. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Housing Complaints Analyst role. Highlight your experience with Stage 1 and Stage 2 complaints, and show us how you can bring your skills in customer service and complaint resolution to the table.
Showcase Your Investigation Skills:In your written application, emphasise your ability to conduct thorough investigations. We want to see examples of how you've taken ownership of complaints and resolved them effectively, so don’t hold back on the details!
Keep It Professional Yet Friendly:Remember, you're applying for a role that requires excellent customer service. Use a friendly tone in your writing while maintaining professionalism. Show us that you can communicate clearly and empathetically with complainants.
Apply Through Our Website:We encourage you 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. Plus, it’s super easy to do!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Regulations
Familiarise yourself with the regulatory timescales and deadlines related to complaint resolution. This knowledge will not only help you answer questions confidently but also demonstrate your commitment to adhering to industry standards.
✨Showcase Your Experience
Be ready to discuss your experience with Stage 1 and Stage 2 complaints. Prepare specific examples of how you've successfully managed complaints in the past, focusing on your problem-solving skills and customer service approach.
✨Demonstrate Ownership
Highlight your ability to take ownership of a complaint from start to finish. Share examples of how you've kept customers informed throughout the process and ensured timely resolutions, showcasing your project management skills.
✨Practice Your Communication Skills
Since excellent customer service is key, practice articulating your thoughts clearly and empathetically. Consider role-playing common scenarios you might encounter, whether it's handling a difficult phone call or drafting a response to a complainant.
